Avaya IP Office™ Contact Center Implementation and Expanded Configuration Exam 試験
Question No : 1
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?
Question No : 2
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.)
Question No : 3
What are the three types of dialers available? (Choose three.)
Question No : 4
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?
Question No : 5
The queue full element routes callers depending on the number of callers allowed to queue an agent group.
Where are the queue limits configured?
Question No : 6
If the word “help” is in the subject of the emails sent from customers, then those emails are to route to specific agents.
What can you do to make this happen?
Question No : 7
Which component is responsible for the routing within a IVR script?
Question No : 8
Which two factors determine which call will be routed via the “Last Agent” element? (Choose two.)
Explanation:It is possible to create a task flow that will look at the Incoming CLID of a caller, and based on it look to matchthe caller with the Agent who last dealt with their query, if available. The Last agent element is used for this feature.
Question No : 9
When creating task flows, you can create a section of task flow which can be repeatedly used in other task flows.
What is the title for this type of section of task flow?
Question No : 10
View the Exhibit.
Refer to the exhibit. In this outbound task flow example using the mechanical dialer, what is the first contact the customer will hear?
Question No : 11
Where can you create new chat scripts?
Question No : 12
In a historical report, where does Avaya recommend that you set the specific dates and times for the information to be displayed in your report?
Question No : 13
Historical reports can be scheduled to email to a user, but they can also be scheduled to do what?
All historical reportscreated within CCC can be scheduled for individual delivery to anyone via email. Reports can also be scheduled to multiple network printers.
Question No : 14
How can you see if your address book has imported successfully?
Question No : 15
When creating a report, where can you indicate to run automatically for emailing to a supervisor?