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Nortel 920-316 Exam - Cheat-Test.com

Free 920-316 Sample Questions:

1. When discovering issues with the loading of Anti-Virus Software, which statements identify support from Nortel Networks? (Choose three.)
A. Nortel Networks does not provide technical support for antivirus software. If you have questions about or problems with the antivirus software, contact the antivirus software vendor.
B. These recommendations are intended as guidelines only, and do not constitute a guarantee of compatibility. Nortel Networks does not plan to perform ongoing compatibility testing, or testing on other antivirus packages.
C. If you raise performance or functionality issues to Nortel Networks support, the support representative may ask you to remove third-party antivirus software as part of the fault-diagnosis process.
D. If you raise performance or functionality issues to Nortel Networks support, the support representative cannot ask you to do anything with antivirus software as part of the fault-diagnosis process.
Answer: ABC

2. An enterprise wants to provide tools-access to agents to help them manage their time and access to call queues. What automatic feeds from Symposium Call Center Server and/or Symposium Web Client are used to provide agent current information on call center call volumes?
A. RSM
B. SEI
C. ADD
D. RTD
Answer: C

3. An SECC contact center with 10 Supervisor clients logged in and using the real time displays would be using how many of the 75 simultaneous real time sessions?
A. 10
B. 20
C. 30
D. 40
Answer: D

4. The Symposium Call Center Server's powerful scripting capabilities provide customers with the ability to develop customized routing options to ensure calls are handled efficiently and effectively. Identify several key elements used within the SCCS for customization.
A. Skillset, Time, Call and Traffic Intrinsics, Call or Global Variables, Logical, Mathematical or Relational Expressions or Advanced Script Commands.
B. Skillset, Time, Call and Traffic Intrinsics, Single or Global Variables, Logical, Statistical or Relational Expressions or Advanced Script Commands.
C. Skillset, Time, Call and Traffic Variables, Call or Global Intrinsics, Logical, Mathematical or Relational Expressions or Advanced Script Commands.
D. Skillset, Time, Call and Traffic Intrinsics, Call or Global Variables, Logical, Mathematical or Relational Integers or Advanced Script Commands.
Answer: A

5. In determining the number of external Interactive Voice Response (IVR) Ports (Give IVR), what computations are used?
A. Rate of Give IVR requests and duration of Give IVR treatment
B. Rate of Give IVR requests
C. Duration of Give IVR treatment
D. Peak traffic calculations
Answer: A

6. All required Service Update Packs and Product Enhancement Packages available at time of shipping a Symposium Call Center Server and Fat Client software are provided through what process?
A. Supplementary CD shipped with software and/or downloadable from PIC
B. Downloadable from the Meridian PEP Library website, and/or downloadable from PIC
C. Product Enhancement Packages are only required for the Server, not Fat client applications
D. Supplementary CD shipped with software and/or downloadable from the Meridian PEP Library website
Answer: D

7. For networking between multiple Symposium Call Center Servers, what prerequisite Meridian 1 PBX software is required to be ordered separately on each system?
A. Enhanced ACD Overflow, Networking, ISDN Networking and Network Control Center
B. Enhanced ACD Overflow, Networking, ISDN Networking and Private ISDN Networking
C. Enhanced ACD Overflow, Networking, ISDN Networking and Symposium Networking
D. Enhanced ACD Overflow, Networking, ISDN Networking, Call Center Networking and Private ISDN Networking
Answer: B

8. The Symposium Call Center Server Client application uses Sybase Open Client software. Which version of Sybase Open Client is required for Symposium Call Center Server Client operation?
A. Sybase OC 10.3
B. Sybase OC 11.01
C. Sybase OC 12
D. Sybase OC 12.5
Answer: C

9. Based upon inputs specific to your customer requirements, which of the following assessment results are provided by the CAPTool?
A. CLAN/ELAN bandwidth, required disk space, CPU utilization, Access and Non-Access voice ports and hardware requirements
B. CLAN/ELAN/WAN bandwidth, required disk space, CPU utilization, Access and Non-Access voice ports and hardware requirements
C. CLAN/ELAN/WAN bandwidth, required disk space, CPU utilization, Access and Non-Access voice ports and hardware/software requirements
D. CLAN/ELAN/WAN bandwidth, required disk space, CPU utilization, Access and Non-Access voice ports, hardware requirements and maximum number of agents
Answer: B

10. Identify the five workload scenarios contained within the CAP Tool.
A. Entry, Small, Medium, Large, UpperEnd
B. Xsmall, Small, Medium, Large, Xlarge
C. Entry, Small, Medium, Large, Maximum
D. Beginning, Small, Medium, Large, UpperEnd
Answer: A

11. The utilization of the ELAN is dependent mainly upon what areas when performing calculation requirements using the formula method?
A. Call rate, hold times, and number of supervisor accesses
B. Call rate, call complexity, and frequency of Meridian Link Services
C. Call rate, frequency of Meridian Link Services and host integrations
D. Frequency of Meridian Link Services, Host Integrations and Supervisor Accessess
Answer: B

12. Nortel Networks requires an Embedded LAN (ELAN) for connection between the Meridian 1 PBX and the Symposium Call Center Server. Optionally, what other device can be connected to the ELAN?
A. Printers or other reporting devices
B. Third-party applications for integration
C. Client PC's running the Symposium Client software application
D. An administrative client PC running the System Management Interface (SMI)
Answer: D

13. The maximum number of active agents configured on the Symposium Call Center Server is based upon what measurements and which tool should be used to provide appropriate calculations?
A. Calculations are based upon call volume, call complexity and CPU utilization configured within the Capacity Tool.
B. Calculations are based upon number of supervisors, real-time screens and call volume configured within the Capacity Tool.
C. Calculations are based upon real time displays, call volume, call complexity and CTI applications configured within the Capacity Tool.
D. Calculations are based upon call volume, call complexity and PBX specifications configured within the Meridian 1 Configurator tool.
Answer: A

14. When calculating customers' specific CLAN with utilization not greater than 50%, the delay factor should never be greater than what?
A. 2
B. 4
C. 30
D. 50
Answer: A

15. The Network Loop Interface (NLI) link facilitates the voice path between the Meridian 1 and what device?
A. MPS 100
B. Meridian Mail
C. Any Third Party IVR
D. Any Third Party Recording Device
Answer: B

16. What is the maximum number of trunks supported in the Symposium Call Center Server configuration?
A. 2000
B. 3000
C. 3200
D. 3500
Answer: B

17. What type(s) of reports can be created and imported into the Symposium Call Center Server?
A. CCMIS reports
B. Crystal Reports
C. Meridian MAX reports
D. Any ODBC/SQL compliant reports
Answer: B

18. Communication between the client (or software application) and Real-time Statistic Multicast (RSM) server is through what type of connectivity?
A. Point-to-point protocol for CORBA communication and IP Multicast for the real-time data
B. IP networks (LAN/WAN), based on a connection-based (point-to-point) protocol for CORBA communication, and IP Multicast data for the real-time data
C. IP networks (LAN/WAN), based on a connection-based (point-to-point) protocol for DCOM communication, and IP Multicast data for the real-time data
D. IP networks (LAN/WAN), based on a connection-based (point-to-point) protocol for JAVA communication and IP Multicast data for the real-time data
Answer: B

19. What is the total number of IVR ports, either digital or analog, supported with the Symposium Call Center Server 4.2?
A. 48
B. 96
C. 400
D. 500
Answer: D

20. To provide customers with networked skill-based routing at multiple Symposium Call Center Server sites, which package(s) would be required?
A. 100
B. Package 100 and 200 at each site and one Package 300 and 350
C. Package 300 at each site and one Package 350
D. Package 100, Package 200, Package 300 at each networked site and one Package 350
Answer: D


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