Question 1

A customer wants the ability to track the call types for Automatic Call Distribution (ACD) calls answered byagents. These call types will be defined by the customer.Which call center feature can the customer use to track their defined call types?

Options :

A : Multiple Call Handling (MCH)

B : Redirection on No Answer (RONA)

C : Feature Access Codes (FAC)

D : Call Work Codes (CWC)

E : Least Occupied Agent (LOA)

Answer: 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 parameters must be configured to allow Service Observing while off site? (Choose two.)

Options :

A : Service Observing Listen Only Access Code

B : COR – Restriction Override set to all

C : Telecommuter

D : Service Observing (Remote/By FAC)

Answer: A,D

Question 4

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 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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