Which two statements describe the benefits of using Expert Agent Selection (EAS)? (Choose two.)A . It enables recorded announcements to be played to incoming calls.B . It provides options for selecting among available agents...
Which scope is defined by the time-of-day (TOD) variable?A . Collect Scope VariableB . Global Scope VariableC . Local Scope VariableD . Persistent Scope VariableView AnswerAnswer: A
What provides built-in real-time and historical reporting capabilities for the call center, including reports for Splits/Skills, Agents, Vector Directory Numbers (VDNs) and Trunk Groups?A . Automatic Number Identification (ANI)B . Basic Call Management System...
Customers need to use the extension 5004 for announcements in a vector but the vector will not save. To ensure that the resources are configured, what should be done first?A . Configure an announcement...
What is an abbreviated dialing list that is defined for the entire organization?A . EntireB . PersonalC . SystemD . GroupView AnswerAnswer: C
A customer is currently using the Communication Manager Automatic Call Distribution (ACD) feature, and will be enabling the Expert Agent Selection (EAS) feature. With EAS enabled, which software mechanism is used for queuing?A ....
Which two parameters must be configured to allow Service Observing while off site? (Choose two.)A . Service Observing Listen Only Access CodeB . COR C Restriction Override set to allC . TelecommuterD . Service...
Which two statements describe why the agent’s state would be designated as ‘OTHER’ in a non-EAS environment? (Choose two.)A . The agents are on calls from another split.B . The agents are on outgoing...
A customer is waiting in queue, listening to music, and waiting for the call to be routed to an agent. Which mechanism controls what happens while the customer is waiting in the queue?A ....
If an agent has the skills to handle one call: Call 1, with priority 3 that is queued for 10 minutes with skill level 5 Call 2, with priority 3 that is queued for...
