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 customer use to track their defined…
Which Expert Agent Selection (EAS), when is an agent-loginID associated with a specific extension? A. When the station has Auto Answer enabled B. When the telephone extension is configured on the station form C. When the agent’s login ID is…
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 when routing the queued calls to…
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 using the extension 5003. B. Configure…
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 Service (COS) C. skill-level D. ead-mia
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 a call, which parameter should be…
What is an abbreviated dialing list that is defined for the entire organization? A. Entire B. Personal C. System D. Group
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 that receive calls and pass to…
What are the four mandatory and optional parameters in a Vector Directory Number (VDN) configuration? (Choose four.) A. Vector B. Measured Format C. Agent Login D. Skill Preferences E. Extension F. Hunt Group
Which option describes a feature access code? A. any group of 1 to 4 digits which can include asterisk (*) and pound (#) signs at the beginning B. any group of 1 to 6 digits C. any group of 1…