Contact Center Ris.6.0
Questions, Answers, Braindumps (920-165)
I think it was tough but thanks to www.examcheets.com
. I purchased their study material and got through.
The stuff had drag and drops, exhibits and all that
is required for the exam.
Abc .com has a specific requirement for reports to
be a part of their main system rather than an external
reporting system. Which two types of report templates
can be created and imported into the Contact Center
Manager Administration? (Choose two.)
A. CCMIS reports
B. Crystal Reports
C. Report Creation Wizard reports
D. Any ODBC/SQL compliant reports
With the Contact Center Manager Administration, how
are changes made to agent skillset assignments?
A. ad hoc from the agent-to-skillset assignment display
B. either ad hoc or scheduled through agent-to-skillset
C. through scheduled changes within the PBX for telephone-set
D. ad hoc through changes to the programming of the
Abc .com has a new call center using a Contact Center
Manager Server system. They want to take full advantage
of the Outbound Campaign Management Tool. Which three
feature keys must be enabled on the agent's telephone
sets in Overlay 11 (LD 11) in a Meridian 1 switch?
Abc .com receives a large number of inbound e-mail
requests from its web site. Each customer product
has been assigned its own e-mail address on the Contact
Center Multimedia (CCMM) e-mail server. To obtain
the maximum efficiency of available agents, how are
these e-mail requests routed to more than one skillset
in the Contact Center Manager Server?
A. Have the agents assigned to all skillsets.
B. Create e-mail distribution groups for the agents.
C. Hire more contact center agents to handle the inbound
D. Use multiple TO: addresses on the e-mails to direct
them to more than one skillset.
An existing Communication Server (CS) 1000 Rls. 4.5
customer requires incoming callers to receive self-service
based on the number called. Which servers must be
implemented to access the features associated with
a Contact Center Self Service (IVR) scenario?
A. Replication Server
B. Host Data Exchange
C. Contact Center - Multimedia
D. Communication Control Toolkit
A large call center customer allows its supervisors
to connect to the contact center network using VPN.
There is a concern from the company's security department
that this will allow too much access to the entire
enterprise network. To limit the amount of access
that call center supervisors have, what should you
recommend to this company?
A. Create a private network for the call center supervisors.
B. Enable restricted access through the VPN switch
to the Nortel server subnet.
C. Create firewall access rules so that the call center
supervisors can only access their own workstations
at the contact center.
D. Enable split tunnel VPN connections for the supervisors
and restrict them, so that they may only access the
contact center ELAN.
A large call center operates 24 hours a day. It is
important to minimize impact to service levels and
to reduce network traffic. When would be the optimal
time to backup the Contact Center Manager Server?
A. at midnight on a daily basis
B. when the call center is closed for a holiday
C. during off-peak hours when call volumes are at
D. backup functions will not affect network traffic
or service levels
Abc .com has just installed Contact Center Manager
Server (CCMS). Certain processes must be followed
to make changes to an in-service application. Which
two statements are true. (Choose two.)
A. Server Utility is selectively installed on CCMS.
B. Only registered users can make application changes.
C. You can run the Contact Center Server Utility to
make application changes.
D. You must backup all data and perform a complete
re-install of the server before making application