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Nortel NCSS 920

时间:2015-06-15 14:01 来源:网络整理 作者:51ou.com 阅读:

  1.A customer has a Symposium Call Center Server (SCCS) 5.0. In the Contact Center Management window, which view should administrators use to make Ad Hoc (immediate) assignments to a user?

  A: Agent View

  B: Skillset View

  C: Supervisor View

  D: Assignment View

  Correct Answers: C

  2.A customer with a Symposium Call Center Server (SCCS) 5.0 wants to use END EVENT HANDLER script command for handling emergency and failed conditions. Which script section shows the proper use of END EVENT HANLDER script command?

  A: EVENT HANDLER EVENT COLLECT DIGITS FAIL: LOG "Collect digits failed" WAIT 2 QUEUE TO SKILLSET backup_sk END EVENT HANDLER

  B: EVENT HANDLER EVENT IVR RESPONSE FAIL: LOG "IVR failed" END EVENT HANDLER WAIT 2 QUEUE TO SKILLSET backup_sk

  C: EVENT HANDLER EVENT IVR RESPONSE FAIL: LOG "IVR failed" WAIT 2 QUEUE TO SKILLSET backup_sk END EVENT HANDLER

  D: IF EVENT HANDLER IVR RESPONSE FAILED = TRUE LOG "IVR failed" END EVENT HANDLER WAIT 2 QUEUE TO SKILLSET backup_sk

  Correct Answers: B

  3.A customer has Symposium Call Center Server (SCCS) 5.0 and wants to assign five agents to a new skillset using Symposium Call Center Web Client 4.5. What is the recommended way to assign those agents to a new skillset?

  A: Assign the new skillset to those agents partition.

  B: Use the Skillset window from the Skillset view to assign one or more agents, one skillset at a time.

  C: Select all five agents from the Agent Details window, then use the drag and drop feature.

  D: Use the Skillset section in the Agent Details window to assign all agents at the same time to the new skillset.

  Correct Answers: B

  4.A customer with a Symposium Call Center Server (SCCS) 5.0 wants to use EVENT HANDLER script commands to handle emergency and failed conditions. Which scripting section is valid for this situation?

  A: EVENT HANDLER EVENT CALL ABANDONED ROUTE CALL mlbx_dn_gv

  B: EVENT HANDLER EVENT PLAY PROMPT FAIL ROUTE CALL mlbx_dn_gv END HANDLER

  C: EVENT HANDLER EVENT CALL ABANDONED: SEND INFO hdx_id CLID, "abandon" END HANDLER

  D: EVENT HANDLER EVENT CALL TRANSFERRED ROUTE CALL mlbx_dn_gv END HANDLER

  Correct Answers: C

  5.A customer has a Symposium Call Center Server (SCCS) 5.0 with CallPilot. Which voice-processing scripting commands can be used when digit collection is required from callers?

  A: Give IVR

  B: Give RAN

  C: Open/End Voice Session

  D: Give Controlled Broadcast Announcement

  Correct Answers: C

  6.Which is the skillset that Network ACD calls are pegged against by default in Symposium Call Center Server (SCCS) 5.0?

  A: ACD_Skillset

  B: NACD_Skillset

  C: Default_Skillset

  D: Default_NACD_Skillset

  Correct Answers: D

  7.A customer has Symposium Call Center Servers (SCCS) 5.0 at three sites and is using Symposium Web Client 4.5. Their administrator has assigned basic access to the Contact Center Management (CCM) component to a user. For the user to see CCM entries, what should the administrator do next?

  A: Assign the user a partition that includes CCM.

  B: Assign the user a partition that includes CCM and skillsets.

  C: Assign the user an access class that includes agent and supervisor access on all three SCCS servers.

  D: Assign the user an access class that includes agent and supervisor access on at least one SCCS server.

  Correct Answers: D

  8.A customer has Symposium Call Center Server (SCCS) 5.0 with a CS 1000 Rls. 4.0, and Meridian Mail 13. They want to use the Access Link between Meridian Mail and the SCCS for advanced voice-processing functionality. How is the Access DN defined in Meridian Mail?

  A: The Controlled Directory Number (CDN) access queue is defined as Meridian Access service in the Voice Services Directory Number (DN) table.

  B: The Automatic Call Distribution Directory Number (ACD-DN) access queue is defined as Meridian Access service in the Voice Services DN table.

  C: The Automatic Call Distribution Directory Number- (ACD-DN) access queue is defined as Voice Messaging in the Meridian Mail User Administration.

  D: The Automatic Call Distribution Directory Number- (ACD-DN) access queue is defined as Meridian Access service in the Meridian Mail Channel Allocation Table.

  Correct Answers: B

  9.A customer with Symposium Call Center Server (SCCS) 5.0 wants to verify that if a call is queued to network skillset service_sk, it will then be sent to local skillset support_sk if it's NOT . Which scripting section will perform this action?

  A: IF (PRIORITY IN NETWORK QUEUE service_sk = 0) THEN QUEUE TO NETWORK SKILLSET support_sk WAIT 10 END IF

  B: IF (PRIORITY IN NETWORK QUEUE service_sk = 0) THEN REMOVE FROM NETWORK SKILLSET service_sk QUEUE TO NETWORK SKILLSET support_sk WAIT 10 END IF

  C: IF (PRIORITY IN NETWORK QUEUE service_sk = 0) THEN IF NOT OUT OF SERVICE support_sk THEN QUEUE TO SKILLSET support_sk ELSE ROUTE CALL mailbox_gv END IF WAIT 10 END IF

  D: IF (PRIORITY IN NETWORK QUEUE service_sk = 6) THEN IF NOT OUT OF SERVICE support_sk THEN QUEUE TO SKILLSET support_sk ELSE ROUTE CALL mailbox_gv END IF WAIT 10 END IF

  Correct Answers: C

  10.A customer has Symposium Call Center Server (SCCS) 5.0 with three nodes and a Network Control Center (NCC). Which actions should be performed to generate network reports?

  A: Collection of Network In, Network Out and Network Call-By-Call statistics must be enabled in Historical Statistics on the NCC.

  B: Collection of Network In, Network Out and Network Call-By-Call statistics must be enabled in Historical Statistics at each SCCS node.

  C: Collection of Network In, Network Out and Network Call-By-Call statistics must be enabled in Network Communication Parameter on the NCC.

  D: Collection of Network Skillsets, Network CDNs and Network Call-By-Call statistics must be enabled in Network Communication Parameter at each SCCS node.

  Correct Answers: B

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