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[font=Arial][font=宋体]查询[/font][/font].[size=9pt][/size][/size][/p][p=30, 2, left][size=4][color=black]1.Your customer has a group of agents that handle clerical and other duties and who handle calls only[/color][color=black][/color][/size][/p][p=30, 2, left][size=4][color=black]when needed. A supervisor notifies these agents when they need to answer calls because calls are[/color][color=black][/color][/size][/p][p=30, 2, left][size=4][color=black]queueing or being abandoned. However, the response is often too late to be of much help and the result[/color][color=black][/color][/size][/p][p=30, 2, left][size=4][color=black]is many abandoned calls. Which Avaya Proactive Contact feature meets this customer's needs?[/color][color=black][/color][/size][/p][p=30, 2, left][size=4][color=black]A.Virtual Agent[/color][color=black][/color][/size][/p][p=30, 2, left][size=4][color=black]B.Person to Person[/color][color=black][/color][/size][/p][p=30, 2, left][size=4][color=black]C.Intelligent Call Blending[/color][color=black][/color][/size][/p][p=30, 2, left][size=4][color=black]D.Native Voice & Data Transfer[/color][color=black][/color][/size][/p][p=30, 2, left][size=4][color=blue]Answer:B[/color][color=blue][/color][/size][/p][p=30, 2, left][size=4][color=black]2.Which two telemarketing situations would merit greater than a 2:1 line to agent ratio? (Choose two.)[/color][color=black][/color][/size][/p][p=30, 2, left][size=4][color=black]A.using unconfirmed contact data[/color][color=black][/color][/size][/p][p=30, 2, left][size=4][color=black]B.using one of the call blending solutions[/color][color=black][/color][/size][/p][p=30, 2, left][size=4][color=black]C.using unsolicited calling lists (cold calling individuals)[/color][color=black][/color][/size][/p][p=30, 2, left][size=4][color=black]D.calling customers with multiple contact numbers (home, business, etc.)[/color][color=black][/color][/size][/p][p=30, 2, left][size=4][color=blue]Answer:A C[/color][color=blue][/color][/size][/p][p=30, 2, left][size=4][color=black]3.When using the Avaya Solution Designer tool, the License Quantity for Agent Connections should be[/color][color=black][/color][/size][/p][p=30, 2, left][size=4][color=black]equal to the total number of _____.[/color][color=black][/color][/size][/p][p=30, 2, left][size=4][color=black]A.agents in a typical shift[/color][color=black][/color][/size][/p][p=30, 2, left][size=4][color=black]B.simultaneous headset connections[/color][color=black][/color][/size][/p][p=30, 2, left][size=4][color=black]C.inbound lines purchased by the customer[/color][color=black][/color][/size][/p][p=30, 2, left][size=4][color=black]D.outbound lines purchased by the customer[/color][color=black][/color][/size][/p][p=30, 2, left][size=4][color=blue]Answer:B[/color][color=blue][/color][/size][/p][p=30, 2, left][size=4][color=black]4.You are using the Avaya Solution Designer. What is the correct input on the ACD line on the Predictive[/color][color=black][/color][/size][/p][p=30, 2, left][size=4][color=black]Agent Blend software screen for an Avaya Proactive Contact System using Predictive Agent Blending[/color][color=black][/color][/size][/p][p=30, 2, left][size=4][color=black]with one ACD?[/color][color=black][/color][/size][/p][p=30, 2, left][size=4][color=black]A.leave line blank[/color][color=black][/color][/size][/p][p=30, 2, left][size=4][color=black]B.type in the number 1[/color][color=black][/color][/size][/p][p=30, 2, left][size=4][color=black]C.leave line at the default (0)[/color][color=black][/color][/size][/p][p=30, 2, left][size=4][color=black]D.type in the ACD brand name[/color][color=black][/color][/size][/p][p=30, 2, left][size=4][color=blue]Answer:C[/color][color=blue][/color][/size][/p][p=30, 2, left][size=4][color=black]5.The Avaya Proactive Contact access server provides which two functions within the system? (Choose[/color][color=black][/color][/size][/p][p=30, 2, left][size=4][color=black]two.)[/color][color=black][/color][/size][/p][p=30, 2, left][size=4][color=black]A.connects calls to agents[/color][color=black][/color][/size][/p][p=30, 2, left][size=4][color=black]B.manages the internal LAN[/color][color=black][/color][/size][/p][p=30, 2, left][size=4][color=black]C.serves as a dial-in point for access to the digital switch and CPU[/color][color=black][/color][/size][/p][p=30, 2, left][size=4][color=black]D.is the interface that supervisors and agents use on their computers[/color][color=black][/color][/size][/p][p=30, 2, left][color=blue][size=4]Answer:B C[/size][/color][/p]
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