Question 1

Where can you create new chat scripts?

Accepted Answer

A)  Configuration/Topics 
B)  Configuration/Service/Chat scripts 
C)  Configuration/ Chat scripts 
D)  Configuration/System/Chat scripts

Question 2

An agent requires their UI to open and begin with a customized telephony file. Which three actions must you take? (Choose three.)

Accepted Answer

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

Question 3

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?

Accepted Answer

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.

Question 4

What item is required to enable temporary Announcements in the task flow?

Accepted Answer

A)  Task Tag 
B)  Global Variable 
C)  Local Variable 
D)  Call Tag

Question 5

Historical reports can be scheduled to email to a user, but they can also be scheduled to do what?

Accepted Answer

A)  Display in the User interface 
B)  Refresh every 15 minutes 
C)  Export to a folder 
D)  Print

Question 6

You have successfully deployed an IPOCC server in the customer's virtual environment and have configured the virtual machine to meet the OVA specifications in the Avaya IP Office Contact Center Reference Configuration document. Which two tasks do you need to complete before importing the customer intonation into IPOCC? (Choose two.)

Accepted Answer

A)  Change the IP Office Service User password 
B)  Upgrade the VMWare Tools on the IPOCC Server to the latest release 
C)  Configure the Network Settings on the IPOCC Server 
D)  Change the IPOCC Server Hostname 
E)  Install the vSphere Client on the IPOCC Server

Question 7

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?

Accepted Answer

A)  Have an agent assigned to look through all emails, identify the word "help" in the emails, and then forward the emails to the appropriate agents. word "help" in the email subject. 
B)  Have a task tag element in your email task flow to pick out the word "help" in the email subject. 
C)  Have all emails sent to an agent group called "help". 
D)  Have all emails go to a topic called "help".

Question 8

What would you use to import IPOCC licenses?

Accepted Answer

A)  IPOCC License Manager 
B)  WebLM 
C)  Web Management 
D)  Manager

Question 9

What are the three types of dialers available? (Choose three.)

Accepted Answer

A)  Topic Dialer 
B)  Campaign Dialer 
C)  Mechanic Dialer 
D)  Preview Dialer 
E)  Direct Dialer

Question 10

The queue full element routes callers depending on the number of callers allowed to queue an agent group. Where are the queue limits configured?

Accepted Answer

A)  in the Agent group element 
B)  in the Topic tab 
C)  in the Agent Group tab 
D)  in the Queue full element

Question 11

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?

Accepted Answer

A)  IPOCC Service User password 
B)  Database System Administrator password 
C)  IPOCC Administrator password 
D)  IP Office Service User password

Question 12

You have imported the "choice_Transfer_to_Extension" IVR script, so the caller can dial the extension number of the person they are trying to contact. Which parameter must be edited in the script for this to work?

Accepted Answer

A)  Nothing it read everything from the IP O?ice 
B)  First digit of the extension number 
C)  the time the caller has to enter the extension number 
D)  Length of extension number

Question 13

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?

Accepted Answer

A)  Macro 
B)  Source 
C)  Equal 
D)  Priority

Question 14

With respect to IP Office Contact Center Release 9.1.6 and above, which three parameters are not contained in the import excel spreadsheet and must be configured in the User Interface after the import? (Choose three.)

Accepted Answer

A)  Profiles 
B)  Hold duration time for last agent functionality 
C)  System holidays 
D)  Topic block times 
E)  Custom specific announcements

Question 15

When a software component stops working, which IPOCC component tries to get it going again?

Accepted Answer

A)  IP Office 
B)  Watchdog 
C)  Chap 
D)  Kernel

Question 16

View the Exhibit.  Refer to the exhibit. You are creating variables to be used by a call tag within your task flow, and you want the variables to apply to the whole system. Which object would you select for your variable?

Accepted Answer

A)  Topic 
B)  Agent 
C)  PBX 
D)  Global

Question 17

Which two statements about Database integration in the IP Office Contact Center are true? (Choose two.)

Accepted Answer

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.

Question 18

You have added the Silent Monitor button to the contact bar, however the supervisor is reporting that the icon has not appeared on the UI. What can the agent do to resolve this problem?

Accepted Answer

A)  Reset their password. 
B)  Logoff and log back on again. 
C)  Generate a call. 
D)  Run a historical report.

Question 19

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?

Accepted Answer

A)  Direct Call Element 
B)  Customer History Element 
C)  Internet Browser Element 
D)  Value Element

Question 20

The "Voice mail" Source element allow voicemail messages to be retrieved from where?

Accepted Answer

A)  VM Pro 
B)  Any Voicemail Server 
C)  An external Voicemail Server 
D)  IPOCC Voicemail

Exam 11: Avaya Converged Platform Support