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Nortel 920-170 Exam - Cheat-Test.com

Free 920-170 Sample Questions:

1. A customer has Symposium Call Center Server (SCCS) 5.0 installed. They want to run a report which will show them the sum of all treatments excluding Host Lookup for calls received by the SCCS. Which report will show them the required information?
A. Application Delayed Abandon
B. Application Performance Report
C. Application Call Treatment Report
D. Application Delayed Before Answer
Answer: C

2. A customer with a Symposium Call Center Server (SCCS) 5.0 wants to provide for the handling of certain emergency conditions. Which emergency condition script sequence is accurate?
Assume that emergency_sk represents a skillset name.
A. IF LOGGED AGENT COUNT emergency_sk > 0 THEN
EXECUTE Emergency_treatment
END IF
B. IF LOGGED AGENT COUNT emergency_sk > 1 THEN
EXECUTE Emergency_treatment
END IF
C. IF LOGGED AGENT COUNT emergency_sk = "YES" THEN
EXECUTE Emergency_treatment
END IF
D. IF LOGGED AGENT COUNT emergency_sk = TRUE THEN
EXECUTE Emergency_treatment
END IF
Answer: A

3. In a Symposium Call Center Server (SCCS) 5.0 application, which statement plays an out of service voice segment to a caller when NO agent with skillset_cv skillset is logged in?
Assume that out_of_service_vs_gv = out of service voice segment
A. IF NOT OUT OF SERVICE skillset_cv THEN
OPEN VOICE SESSION
PLAY PROMPT
VOICE SEGMENT out_of_service_vs_gv
END VOICE SESSION
END IF
B. IF OUT OF SERVICE skillset_cv THEN
OPEN VOICE SESSION
VOICE SEGMENT out_of_service_vs_gv
END VOICE SESSION
END IF
C. IF OUT OF SERVICE skillset_cv THEN
OPEN VOICE SESSION
PLAY PROMPT
VOICE SEGMENT out_of_service_vs_gv
END VOICE SESSION
END IF
D. IF OUT OF SERVICE skillset_cv THEN
PLAY PROMPT
VOICE SEGMENT out_of_service_vs_gv
END IF
Answer: C

4. Which user has the right to add Symposium Call Center Servers (SCCS) 5.0 to the Symposium Web Client System Tree?
A. Only users logged in as webadmin.
B. Only administrators logged in as Administrator.
C. Any user logged in with Server Maintenance capability.
D. Any administrator with a full access partition can add, edit, or delete servers.
Answer: A

5. You upgraded the Symposium Call Center Web Client several times. Based on this, how many times should the Simple Object Access Protocol (SOAP) be installeed on each client's PC?
A. The client PC does NOT require SOAP.
B. The value will depend on how many times you have upgraded SCCS.
C. Twice. The SOAP component is intalled before and after the SCCS upgrade.
D. Only once it does NOT matter how many times the software was upgraded.
Answer: D

6. A customer has a Symposium Call Center Server (SCCS) 5.0. Which unit of measurement should be used to configure Service Level Thresholds using Symposium Call Center Web Client 4.5?
A. milliseconds
B. half seconds
C. seconds
D. thirty seconds
Answer: C

7. A customer has a Symposium Call Center Server (SCCS) 5.0 and requires agent telephones to enter Not Ready Mode (NRD) after a defined time limit is reached. Which method should you use to configure NRD on agent telephones using Symposium Call Center Web Client 4.5?
A. Make Set Busy
B. Call Force No Answer
C. Let Call Ring
D. Return to Queue
Answer: D

8. What is the purpose of skillsets in a Symposium Call Center Server (SCCS) 5.0 environment?
A. To keep agents busy with incoming calls.
B. To route callers to best suited agent, department., etc.
C. To organize the queue for better management of calls.
D. To removes calls that have been in the queue too long.
Answer: B

9. A customer has Symposium Call Center Server (SCCS) 5.0 and wants to create new agent using Symposium Web Client 4.5. What else must be done besides creating the new agent to enable a supervisor to see the new agent in Real-Time Display, Contact Center Management and Historical Reports? (Choose two.)
A. The supervisor has to be configured as the reporting supervisor for the new agent in supervisor's configuration.
B. The supervisor has to log off from Symposium Web Client and log back in for the changes to be visible.
C. The new agent has to be logged in to Symposium Web Client for the changes to take place.
D. The new agent has to be assigned to the supervisor's partition.
Answer: CD

10. A customer has a Symposium Call Center Server (SCCS) 5.0. In the Supervisor View Window which information is mandatory to add a supervisor using the Symposium Server's tree?
A. Web client user ID and password
B. first name, last name and Phoneset ID
C. title, department, personal (phanton) DN
D. position ID of the supervisor's Phoneset (SPID)
Answer: B

11. A customer has a Symposium Call Center Server (SCCS) 5.0. In the Contact Center Management window, which view should administrators use to make Ad Hoc (immediate) assignments to a user?
A. Agent View
B. Skillset View
C. Supervisor View
D. Assignment View
Answer: C

12. A customer has Symposium Call Center (SCCS) 5.0 and wants to assign five agents to a new supervisor using Symposium Call Center Web Client 4.5. What is the correct way to assign all five agents at once to a new supervisor?
A. Use the Agent Details window
B. Use the Assign Agents section
C. Assign new agents to the new supervisor's partition
D. Select all five agents then use the drag and drop feature
Answer: B

13. A customer has Symposium Call Center Server (SCCS) 5.0 and wants to assign five agents to a new skillset using Symposium Call Center Web Client 4.5. What is the recommended way to assign those agents to a new skillset?
A. Assign the new skillset to those agents partition.
B. Use the Skillset window from the Skillset view to assign one or more agents, one skillset at a time.
C. Select all five agents from the Agent Details window, then use the drag and drop feature.
D. Use the Skillset section in the Agent Details window to assign all agents at the same time to the new skillset.
Answer: B

14. A customer has a Symposium Call Center Server (SCCS) 5.0 and a Symposium Web Client 4.5. Their administrator wants to create access classes for various Web Client users. Which two Web Client components will be controlled by the access class settings the administrator will create?(Choose two)
A. Scripting
B. Audit Trail
C. Historical Reporting
D. Real-Time Displays
E. Contact Center Management
Answer: AE

15. A customer has a Symposium Call Center Server (SCCS) 5.0 and a Symposium Web Client 4.5. Their administrator wants a user to see the Configuration window entries. After assigning the user basic access to the configuration component, what else must the administrator do?
A. Assign the user a partition that includes all configuration elements.
B. Assign the user an access class that includes at least one of the configuration access class elements.
C. Assign the user an access class that includes all access class elements with at least read-only privileges.
D. Assign the user a partition that includes all configuration elements in an access class defined for that user.
Answer: B


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