Avaya IP Office Contact Center Implementation and Expanded Configuration Exam practice questions
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.)
A. Task flow editor
B. Topic information
C. Agent Profiles
D. IVR editor
E. Address Book
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?
A. Reset their password.
B. Logoff and log back on again.
C. Generate a call.
D. Run a historical report.
What is the default port for chat server registration?
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?
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.
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?
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.
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.)
E. Agent Groups
What are the three types of dialers available? (Choose three.)
A. Topic Dialer
B. Campaign Dialer
C. Mechanic Dialer
D. Preview Dialer
E. Direct Dialer
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?
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
The queue full element routes callers depending on the number of callers allowed to queue an agent group.
Where are the queue limits configured?
A. in the Agent group element
B. in the Topic tab
C. in the Agent Group tab
D. in the Queue full element
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?
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”.
Which component is responsible for the routing within a IVR script?
B. Postgres server
C. Database Server
D. Taskserver IPOCC
Which two factors determine which call will be routed via the “Last Agent” element? (Choose two.)
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 listed
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?
Refer to the exhibit. In this outbound task flow example using the mechanical dialer, what is the first contact the customer will hear?
A. Wait Announcement
B. Agent from Group 2
C. Agent from Group 1
Where can you create new chat scripts?
B. Configuration/Service/Chat scripts
C. Configuration/ Chat scripts
D. Configuration/System/Chat scripts