Question 1

Which two statements describe why the agent’s state would be designated as ‘OTHER’ in a non-EAS

environment? (Choose two.)

Options :

A : The agents are on calls from another split.

B : The agents are on outgoing calls.

C :

The agents are dialing a number to place a call or activate a feature.

D : An ACD call is ringing at their telephone.

E :

The agents have pressed their aux work button.

Answer: C,D

Question 2

To improve call handling and agent productivity, you set up a vector using Look Ahead Interflow to check if theremote site can accept a call, and has an agent available. You only want to interflow calls that are at the toptwo positions of the queue.Which command would be entered in the vector to accomplish this?

Options :

A : route-to number 9581234 with cov y if interflow-gpos>=2

B : route-to number 9581234 with cov n if interflow-gpos<2

C : route-to number 9581234 with cov n if interflow-gpos<=2

D : route-to number 9581234 with cov y if interflow-gpos=2

Answer: C

Question 3

Which two statements describe the benefits of using Expert Agent Selection (EAS)? (Choose two.)

Options :

A : It enables recorded announcements to be played to incoming calls.

B : It provides options for selecting among available agents with the same skill.

C : It facilitates routing of incoming calls to a Voice Response Unit to facilitate self-service.

D : It provides basic reporting on Vectors, Agents, and Trunk Groups.

E : It improves agent performance because supervisors can have agents handle calls based on either skilllevel or greatest need.

Answer: A,B

Question 4

In the call center, to prevent an agent from dialing “off-net” to particular numbers, which action should you

take?

Options :

A :

Create a class of service (COS) for the dialing features.

B : Create a class of restriction (COR) for calling privileges.

C : Create a class of restriction (COR) for the feature access code.

D : Create a class of service (COS) for a collection of feature access codes.

Answer: B

Question 5

Which form displays the total number of Automatic Call Distribution (ACD) agents that can be logged in

simultaneously?

Options :

A : System-Parameters Security

B :

Special System Parameters

C : System-Parameters Customer-Options

D : Feature-Related System Parameters

Answer: C

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