6201.1 Online Practice Questions and Answers

Click the exhibit button A Miami basedmedical center is defining evacuation procedures for severe weather conditions The center has decided to plan for two types evacuations, major and minor During a minor evacuation; the center willstaff only a few medical answer line agents to answer critical callsmajor evacuation the answer line will not be staffed instead of reaching alive agent, callers willreceive a pre-recordedinformation

Inthe example vector segment, what is represented by the Ein steps 2 and 3?

A. E is a standard vector code for evacuation

B. E has been administered as a Feature Access Code

C. Ehas a vector variable that is changed when an evacuation is required

D. E is assigned to a VDN that routes calls to an evacuation vector

A customer has 4 ACDs created on the CMS and requests changes on the communication link settings for the ACD 1

How is this accomplished?

A. cmssvc turn cms off but leave ids on; cm-save delete AC01; cmsscreate ACD1 with new options.

B. All changes are made inthe CM using the change cam proc screen

C. cmssvcturn cms off but leave idson,emssve switch setup; make needed changed to ACD 1

D. emssve change authorizations; make needed changes to authorization

In which communication method form is the Call Distribution Method (far example,Expert agent Distribution Last Occupied Agent)

A. Agent Login ID farm

B. Hunt Group farm

C. VDN farm

D. Vector farm

Which Advocate feature allows a customer toprioritizecalls queued to a single stall and deliver a tieredservice level?

A. Vector queuing priorities

B. Dynamic Threshold Adjustment

C. Dynamic Queue Position

D. Service Objective

The customer has both BCMS and CMS at a contact center

What is the major difference that could affect call data?

A. CMS records the call at the start of the call, and BCMS records the calf at the end

B. BCMS records the call at the start of the call, and CMS records the call at the end.

C. BCMS will not collect data if the link to the CMS is down.

D. BCMS holds data longer than CMS

Which three statements describe the benefits of Best Service Routing (BSR)? (Choose three.)

A. BSR decreases titer workload across sites.

B. BSR balances and improves service across enterprise.

C. BSR improves agent utilization.

D. BSR creates a virtualized pool of agent resources.

E. BSR follows a specified strategy far skill selection.

Click the Exhibit button.

A customer's CMS link has been set up properly. After turning CMS on, the link does not come up. Based on the lines in /cms/pbx/acd1/spi.err, what is the cause for this issue?

A. There is nonetwork connection to CLAN.

B. CM version is not matching CMS setup.

C. CMS version is not configured an the system-parameters features farm,

D. CMS version is misconfigured on the system-parameters features form.

To configure the eri0network device on CMS, which set of Solarisfiles,must be edited?

A. /cms/install/netuse and /cms/install/netboo.eri0

B. /etc/hostname.Eri0and /etc/netmasks

C. /dev/eri0and /dev/hostname.eri0

D. /net/eri0and/net/netmasks