Question 1

Which two factors determine which call will be routed via the "Last Agent" element? (Choose two.)

Accepted Answer

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 B,E

Question 2

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?

Accepted Answer

A)   the Active task flow
B)   the Default task flow
C)   the Last Edited task flow
D)   the Oldest task flow B

Question 3

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?

Accepted Answer

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. D

Question 4

View the Exhibit.  Refer to the exhibit. The exhibit shows a screen shot of a tag that has been created in the tag list. What is the intended purpose of this tag?

Accepted Answer

A)   to reject any caller from Germany
B)   to pass the call to a German language auto attendant
C)   to identify calls with a German telephone number
D)   to pass the call too an agent with German speaking skills

Question 5

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.)

Accepted Answer

A)   Task flow editor
B)   Topic information
C)   Agent Profiles
D)   IVR editor
E)   Address Book

Question 6

You have completed the Avaya_IP_Office_Contact_Center_Configuration.xlsm workbook and are ready to launch the DataImport.exe file. Which two passwords are required to execute the DataImport.exe successfully? (Choose two.)

Accepted Answer

A)   WebLM administrator password
B)   IP Office Security User password
C)   IP Office Service User password
D)   IPOCC Administrator password
E)   IP Office System password

Question 7

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?

Accepted Answer

A)   Wait Announcement
B)   Agent from Group 2
C)   Agent from Group 1
D)   Topic3

Question 8

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?

Accepted Answer

A)   in the shift plan
B)   in a graph
C)   in a table
D)   in the basic data

Question 9

When creating a report, where can you indicate to run automatically for emailing to a supervisor?

Accepted Answer

A)   In the Reports Basic Data
B)   In the Reports properties
C)   In the Reporting folder
D)   In Configuration screen under the Service menu

Question 10

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?

Accepted Answer

A)   Only the first 3 Topics
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

Question 11

In which section can you enable the ability to change topic names?

Accepted Answer

A)   Service > Telephony Settings
B)   System > Reporting Settings
C)   System > PBX Settings
D)   Service > Special Settings

Question 12

Which component is responsible for the routing within a IVR script?

Accepted Answer

A)   Corba
B)   Postgres server
C)   Database Server
D)   Taskserver IPO

Question 13

You need to make a change to the task flow, and when you select the active task flow set, you are not asked to make a copy. Why is this happening?

Accepted Answer

A)   The password is only required when you first create the task flow set.
B)   You do not need a password because you are the administrator.
C)   The active task flow set has not been set as the default task flow set.
D)   You forgot to create a password for the task flow set.

Question 14

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?

Accepted Answer

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.

Question 15

For which purpose would you assign an Address book to a Profile?

Accepted Answer

A)   To keep a tidy structure in the Address book menu
B)   For all users to see on the IPOCC and IP Office
C)   For only specified agent to use this Address book
D)   For the creating of Historical reports

Question 16

Which three preconditions must be met to import the configuration data in the IP Office Contact Center? (Choose three.)

Accepted Answer

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

Question 17

How can you see if your address book has imported successfully?

Accepted Answer

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.

Question 18

Prior to using the dataimport.exe file, which action should you perform?

Accepted Answer

A)   Import
B)   Reboot
C)   Backup
D)   Activate

Question 19

What are two ways that supervisors may be given the ability to change the skill levels of the agents and topic? (Choose two.)

Accepted Answer

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.

Question 20

You have entered your licenses successfully, and now you want to check you have the correct amount of supervisor licenses for the customer. Which screen in WebLM will show you this information?

Accepted Answer

A)   CIE View License Capacity
B)   CIE View Peak Usage
C)   License Install
D)   Licensed Product

Exam 11: Avaya Converged Platform Support