7750X.exam.42q X. Avaya IP Office Contact Center Implementation and Expanded Configuration Exam

Transcription

1 7750X.exam.42q Number: 7750X Passing Score: 800 Time Limit: 120 min 7750X Avaya IP Office Contact Center Implementation and Expanded Configuration Exam

2 Exam A QUESTION 1 When a software component stops working, which IPOCC component tries to get it going again? A. IP Office B. Watchdog C. Chap D. Kernel /Reference: Reference QUESTION 2 Prior to using the dataimport.exe file, which action should you perform? A. Import B. Reboot C. Backup D. Activate /Reference: QUESTION 3

3 Which three preconditions must be met to import the configuration data in the IP Office Contact Center? (Choose three.) A. The database must be empty B. The watchdog need to be running C. The license file must be installed first D. The postgres database need to be running Correct Answer: ABC /Reference: QUESTION 4 What would you use to import IPOCC licenses? A. IPOCC License Manager B. WebLM C. Web Management D. Manager /Reference: QUESTION 5 You are installing the IPOCC software on a customer provided Windows server and have verified the computer meets all the documented requirements. During the installation of the IPOCC software from the DVD, which password do you need to create? A. IPOCC Service User password B. Database System Administrator password C. IPOCC Administrator password D. IP Office Service User password

4 Correct Answer: C /Reference: QUESTION 6 In which section can you enable the ability to change topic names? A. Service > Telephony Settings B. System > Reporting Settings C. System > PBX Settings D. Service > Special Settings Correct Answer: A /Reference: QUESTION 7 Which two statements about Database integration in the IP Office Contact Center are true? (Choose two.) A. Customers are directed to agents dependent on the agents priority. B. Customers are directed to agents dependent on the information they input. C. Customers are directed to agents dependent on time of day. D. Customers are directed to agents dependent on number they are calling from. Correct Answer: CD

5 /Reference: QUESTION 8 When creating a report, where can you indicate to run automatically for ing to a supervisor? A. In the Reports Basic Data B. In the Reports properties C. In the Reporting folder D. In Configuration screen under the Service menu /Reference: Reference QUESTION 9 How can you see if your address book has imported successfully? A. Go to an agent address book and check all entries. B. Go to the address book menu, reschedule another import, and then wait for the confirmation. C. Delete the address book and re-import it. D. Go to the address book menu, check the import log, and then click the refresh button. /Reference: QUESTION 10 Historical reports can be scheduled to to a user, but they can also be scheduled to do what? A. Display in the User interface B. Refresh every 15 minutes

6 C. Export to a folder D. Print /Reference: : All historical reports created within CCC can be scheduled for individual delivery to anyone via . Reports can also be scheduled to multiple network printers. Reference QUESTION 11 Where can you create new chat scripts? A. Configuration/Topics B. Configuration/Service/Chat scripts C. Configuration/ Chat scripts D. Configuration/System/Chat scripts Correct Answer: C /Reference: Reference QUESTION 12 View the Exhibit.

7 Refer to the exhibit. In this outbound task flow example using the mechanical dialer, what is the first contact the customer will hear? A. Wait Announcement B. Agent from Group 2 C. Agent from Group 1 D. Topic3 /Reference: Reference 84%D0%BE%D0%BD%D0%BD%D0%B8-%D1%86%D0%B5%D0%BD%D1%82%D1%80%D0%B0%D0%BB%D0%B8/item/ download/238_7f52715eb919334e0f4156ed489ff792 QUESTION 13 When creating task flows, you can create a section of task flow which can be repeatedly used in other task flows.

8 What is the title for this type of section of task flow? A. Macro B. Source C. Equal D. Priority /Reference: Reference QUESTION 14 Which two factors determine which call will be routed via the Last Agent element? (Choose two.) A. If the Caller know the extension number of the Agent B. How long ago the agent spoke to the caller C. Minimum contact time during the last conversation with the agent D. The Last Agent available in the group E. If the Customer in is the Agents personal contacts list E /Reference: : It is possible to create a task flow that will look at the Incoming CLID of a caller, and based on it look to match the caller with the Agent who last dealt with their query, if available. The Last agent element is used for this feature. Reference QUESTION 15 The basic default task flow is created when you import the data import sheet successfully, but which Topics will it create the default task flow for? A. Only the first 3 Topics

9 B. Only Topics select as Telephony C. Only Topics you have identified and assigned agent groups to D. All Topics which are available in the range entered /Reference: QUESTION 16 What are the three types of dialers available? (Choose three.) A. Topic Dialer B. Campaign Dialer C. Mechanic Dialer D. Preview Dialer E. Direct Dialer Correct Answer: CDE /Reference: Reference QUESTION 17 When setting up skill-based routing, you have to create task tags for each skill, and then assign them. To which two objects can you assign a skill? (Choose two.) A. Topics B. Privileges C. Profiles D. Agents E. Agent Groups

10 Correct Answer: AD /Reference: QUESTION 18 To help with the designing of complex IVR scripts, Avaya have created some IVR scripts for you to use, and placed them on the installation DVD. How can you access them in your IVR Editor? A. Copy them to the IVR Editor. B. Restore them to the IVR Editor. C. Obtain the license to use them. D. Import them to the IVR Editor. /Reference: QUESTION 19 You have created a new real-time screen for the agents, and assigned it to their profile. However, when they look at it, it does not display information for all groups. What should you check? A. In the Agent tab, check the authorization. B. In the Profile, check the authorization. C. In the Agent tab, check the privileges. D. In the Profile, check the privileges. /Reference:

11 QUESTION 20 What is the default port for chat server registration? A B C D Correct Answer: C /Reference: Reference QUESTION 21 In the IPOCC installation folder, there is a Task flow examples folder. In this folder there are examples for call routing which you can import, edit and use. In which two places can they be used? (Chose two.) A. Task flow editor B. Topic information C. Agent Profiles D. IVR editor E. Address Book Correct Answer: AD /Reference: QUESTION 22 When you open a task flow set to make changes to the task flow, and you are asked to make a copy of the task flow set. Which task flow set are you about to make changes to?

12 A. the Active task flow B. the Default task flow C. the Last Edited task flow D. the Oldest task flow /Reference: Reference (page 8) QUESTION 23 An agent requires their UI to open and begin with a customized telephony file. Which three actions must you take? (Choose three.) A. Select the current Telephony file in UI Configuration Telephony from the agent B. Remove the default checkmark for UI Configuration Telephony C. Change the Agent s Authorizations D. Change the Agent s Privileges E. Restart the Agent s UI Correct Answer: ABC /Reference: QUESTION 24

13 What item is required to enable temporary Announcements in the task flow? A. Task Tag B. Global Variable C. Local Variable D. Call Tag /Reference: QUESTION 25 You have created your IVR script and activated it, however when you try to assign it to an IVR announcement element in your task flow it does not appear. What is causing this problem? A. The IVR has not been assigned to a topic. B. The IVR has not been assigned to the task flow set. C. The IVR has not been assigned to the task flow. D. The IVR script has not been assigned to an IVR. Correct Answer: C /Reference: QUESTION 26 To instruct the agent to give information to certain callers, a customer wants to have the ability to display a script for their agent in the realtime screen. Which realtime element is used to achieve this? A. Direct Call Element B. Customer History Element C. Internet Browser Element

14 D. Value Element /Reference: QUESTION 27 What are two ways that supervisors may be given the ability to change the skill levels of the agents and topic? (Choose two.) A. Create different profiles, so they can change the agent groups as and when required. B. Give them access to the configuration of topics and agents. C. Allow them the privilege to change skills. D. Give access to the skills overview screen. Correct Answer: CD /Reference: Reference (page 27) QUESTION 28 Which tool do you use to troubleshoot an IVR script? A. IVR editor B. Trace Console C. System Status D. Error script /Reference: Reference

15 QUESTION 29 Which two Elements are known as Destination Elements? (Choose two.) A. New Task Element B. Agent Group Element C. Queue Full Element D. Logical Element E. Last Agent Element E /Reference: Reference (page 11) QUESTION 30 View the Exhibit.

16 Refer to the exhibit. The exhibit shows a simple task flow, where two different topics are being assigned to a single agent group. Topic 2 will connect, but Topic 1 will not connect, and its small connector box is dark greyed out. Why will Topic 1 not connect? A. Topic 1 is connected to another task flow. B. Topic 1 does not exist. C. Two topics cannot be connected to a single agent group. D. There is no short code for this topic in the IP Office. /Reference: QUESTION 31 When agents login to their UI, by default the landing page is the Home page. However, your customer wants the landing page to be the Telephony page. How can this be achieved? A. Configure the landing page in Agent tab for each agent. B. Create a profile for all agents, then check the box telephony in the Privileges screen. C. Using the View option, re-configure the Agent UI telephony screen. D. Open UI Config, click on Default interface, select telephony in the Application tab. /Reference: QUESTION 32 At which point are Telephone, , Chat, and Voic tasks first Queued? A. IP Office

17 B. Agent Group C. Logic Element D. Topic /Reference: Reference QUESTION 33 What is the first point of contact if a call comes into the IP Office Contact Center? A. The Topic B. The Agent Group C. The Short Code D. The Incoming Call route /Reference: QUESTION 34 In the TTrace default configuration, after how many days will the log files be deleted? A. 365 B. 30 C. 1 D. 10 /Reference:

18 explanation For every process, TTrace Server generates a log file and stores the log file in a specified folder on TTrace Server. By default, TTrace Server generates new log files every day and deletes them after 10 days. You can change the default settings through TTraceConfig. Reference QUESTION 35 Your data import has returned the message that the import has failed. Before trying to import again, which three steps are necessary? (Choose three.) A. Fix the problem identified in the import log file. B. Check the import log file to identify the problem. C. Reinstall the postgres database. D. Reinstall the IPOCC Server. E. Restore the empty cc and c3k databases. CE /Reference: QUESTION 36 In TTrace, what must be activated to show the service-related messages of all processes in one screen? A. Tool bar B. Service window C. Service view D. Status bar

19 /Reference: Reference (page 22) QUESTION 37 Before restoring any of IPOCC databases, what must you do? A. Power off the IP Office. B. Log off all agents. C. Reboot the server. D. Stop the watchdog. /Reference: Reference: (page 44) QUESTION 38 Which application do you use to change the time of the re-occurring daily backup? A. IPOCC User Interface B. Manager C. PGAdmin D. Web Admin /Reference: QUESTION 39 If you implement a new IP Office Contact Center (IPOCC) on an existing, where must you install a license?

20 A. Nowhere B. In the IP Office and in the IPOCC C. In the IPOCC D. In the IP Office Correct Answer: C /Reference: Reference QUESTION 40 Which two connections between IP Office and IP Office Contact Center are necessary? (Choose two.) A. SIP endpoint connection B. SIP trunk connection C. TAPI connection D. H323 connection D /Reference: Reference QUESTION 41 Which process is responsible for the TAPI connection between IP Office and IP Office Contact Center? A. IPO Taskserver B. IPO SyncService C. Monitor_srv D. CHAPSync

21 /Reference: QUESTION 42 A customer requires the ability to historical reports to a selection of people within the company. To create this ability, what do you need to enter in the Special Setting screen? A. the address of all recipients B. the SMTP Server IP address C. the IPOCC Server IP address D. the address of the person creating the report /Reference: Reference