6201.1 Online Practice Questions and Answers

In an active non-Expert agent selection (AES) environment, what is each hunt group known as?

A. Agent

B. Split

C. Skill

D. Vector

Which two Communication Manager features does the VAL circuit pack support? (Choose two.)

A. Music-on-hold

B. Voice over IP

C. Integrated Announcements

D. Local Announcements

When connecting the service PC to S8800, the cable connects the System Management Ethernet connector port.

Which port is used when hooking the monitor to the CMS T5220?

A. SER MGT Port

B. NET MGT Port

C. NET 1Port

D. XVR-300XB port

The quick credit call center management has described to move to 24 hour support forsamecenter operations. Because the standard practice hasalways been to start each vector with the same 5 steps to test for working hours, makingthe change will require modifyingalmost all of the vectors.

While making the changes, what can be done to make the future changes easier and moreefficient?

A. Add vector variables to each vector to test for working hours.

B. Redesign the routing so all calls funnel through a signal vector

C. Create vector subroutine that can be used in all vectors that have the same working hours

D. Change announcements for each skill to include working hours and advice callers to hang up if not calling during those hours.

In which communication method form is the Call Distribution Method (far example,Expert agent Distribution Last Occupied Agent)

A. Agent Login ID farm

B. Hunt Group farm

C. VDN farm

D. Vector farm

Which Advocate feature allows a customer toprioritizecalls queued to a single stall and deliver a tieredservice level?

A. Vector queuing priorities

B. Dynamic Threshold Adjustment

C. Dynamic Queue Position

D. Service Objective

A small but growing software firm is currently subcontracting a call centre to answer itstechnicalsupport calls. The contact with the agency limits the number of simultaneous tech support calls to 50.

Which vectoring option provides the capability to limit the number of active calls and sendthe surplus to a busy treatment?

A. expected Wait Time (EWT)

B. VDN counted calls

C. Activate on oldest call waiting

D. Targetservice level

How are feature packages, like External Call History or Forecasting, installed an a CMS system?

A. Using cms admmenu:, pkg_install option

B. Usingcmssvc menu,pkg_installoption

C. Using CMS main menu, System Setup menu, Package management option

D. From Solaris shell as root by issuing 'pkgadd -d ' command

Whichtwostatements about scheduling backups with theTimetable feature are true? (Choose two)

A. Timetable can be used to schedule a LAN backup of the customer's data.

B. A Timetable should be scheduled to perform a Maintenance backup when the CMS is feast b

C. A Maintenance Backup Timetable is shipped with the CMS system but itis not scheduled.

D. Timetable can be used to schedule a LAN backup of the customer's system.

E. A Timetable can be scheduled using CMS Supervisor or ASCII CMS.

To configure the eri0network device on CMS, which set of Solarisfiles,must be edited?

A. /cms/install/netuse and /cms/install/netboo.eri0

B. /etc/hostname.Eri0and /etc/netmasks

C. /dev/eri0and /dev/hostname.eri0

D. /net/eri0and/net/netmasks