Which type of virtual routing allows calls among call centers to achieve improved Automatic Call Distribution (ACD) load-balance by comparing sites?A . Adjunct RoutingB . Network Call RedirectionC . Network Call TransferD . Look-Ahead...
A customer has the Elite Call Center package and wants Basic Call Management System (BCMS) for reports. Which statement is true about this scenario?A . BCMS has all the functions Call Management System (CMS)...
Which option describes a feature access code?A . any group of 1 to 4 digits which can include asterisk (*) and pound (#) signs at the beginningB . any group of 1 to 6...
Which statement describes the purpose and function of a hunt group?A . It is a group of agents that all have the ability to answer specific calls.B . It is a group of VDNs...
Which statement about concurrent agent user licenses is true?A . Number of agents that can be registered in more than one Communication Manager simultaneously.B . Number of agents that can be added to the...
What are the four mandatory and optional parameters in a Vector Directory Number (VDN) configuration? (Choose four.)A . VectorB . Measured FormatC . Agent LoginD . Skill PreferencesE . ExtensionF . Hunt GroupView AnswerAnswer:...
Direct Agent calls are not getting counted correctly in the Call Management System (CMS). What must be administered so that Direct Agent calls are measured properly?A . Class of Restriction (COR)B . Class of...
A customer wants the ability to track the call types for Automatic Call Distribution (ACD) calls answered by agents. These call types will be defined by the customer. Which call center feature can the...
A call center has agents skilled in sales of product X. You want them to be able to wrap up calls after they complete a sales call. To allow this agent to wrap up...
In an Expert Agent Selection (EAS) Call Center, the customer wants queued calls to be answered by the agent that has been available the longest. Skill level is not to be taken into account...
