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Exam

: Avaya 132-S-712.2

Title

: Specialist: Avaya Proactive Contact Solutions Design Elective Exam

Version : R6.1

 

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Prepking - King of Computer Certification Important Information, Please Read Carefully Other Prepking products A) Offline Testing engine Use the offline Testing engine product to practice the questions in an exam environment. B) Study Guide (not available for all exams) Build a foundation of knowledge which will be useful also after passing the exam. Latest Version We are constantly reviewing our products. New material is added and old material is updated. Free updates are available for 90 days after the purchase. You should check your member zone at Prepking and update 3-4 days before the scheduled exam date. Here is the procedure to get the latest version: 1.Go towww.Prepking.com 2.Click on Member zone/Log in (right side) 3. Then click My Account 4.The latest versions of all purchased products are downloadable from here. Just click the links. For most updates,it is enough just to print the new questions at the end of the new version, not the whole document. Feedback If you spot a possible improvement then please let us know. We always interested in improving product quality. Feedback should be send to feedback@Prepking.com. You should include the following: Exam number, version, page number, question number, and your login ID. Our experts will answer your mail promptly. Copyright Each PDF file contains a unique serial number associated with your particular name and contact information for security purposes. So if we find out that a particular PDF file is being distributed by you, Prepking reserves the right to take legal action against you according to the International Copyright Laws. Explanations This product does not include explanations at the moment. If you are interested in providing explanations for this exam, please contact feedback@Prepking.com.

 

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1. Your customer has a group of agents that handle clerical and other duties and who handle calls only when needed. A supervisor notifies these agents when they need to answer calls because calls are queueing or being abandoned. However, the response is often too late to be of much help and the result is many abandoned calls. Which Avaya Proactive Contact feature meets this customer's needs? A. Virtual Agent B. Person to Person C. Intelligent Call Blending D. Native Voice & Data Transfer Answer: B

2. Which two telemarketing situations would merit greater than a 2:1 line to agent ratio? (Choose two.) A. using unconfirmed contact data B. using one of the call blending solutions C. using unsolicited calling lists (cold calling individuals) D. calling customers with multiple contact numbers (home, business, etc.) Answer: AC

3. When using the Avaya Solution Designer tool, the License Quantity for Agent Connections should be equal to the total number of _____. A. agents in a typical shift B. simultaneous headset connections C. inbound lines purchased by the customer D. outbound lines purchased by the customer Answer: B

4. You are using the Avaya Solution Designer. What is the correct input on the ACD line on the Predictive Agent Blend software screen for an Avaya Proactive Contact System using Predictive Agent Blending with one ACD? A. leave line blank B. type in the number 1 C. leave line at the default (0)  

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D. type in the ACD brand name Answer: C

5. The Avaya Proactive Contact access server provides which two functions within the system? (Choose two.) A. connects calls to agents B. manages the internal LAN C. serves as a dial-in point for access to the digital switch and CPU D. is the interface that supervisors and agents use on their computers Answer: BC

6. Which tool is new to the Editor Application in the Avaya Proactive Contact Supervisor software? A. verification of jobs B. record selection reports C. messages files and scripts D. IVR fields in record selections Answer: C

7. Your customer runs a collections call center. When an inbound call comes in, your customer wants be able to keep the customer from being called back on the outbound jobs if payment was received on the inbound call. Which feature automatically marks records as uncallable on outbound jobs if the agent uses a code indicating an inbound call resulted in a payment from the customer? A. Do Not Call B. Sales Verification C. Generic Postupdate D. Realtime Campaign Update Answer: D 8. What is Update Time? A. the time period that begins when the agent greets the customer and ends when the customer hangs up  

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B. the time period that begins when the customer hangs up and ends when the agent releases the customer record C. the time period that begins when the agent releases the customer record and ends when the agent receives the next call D. the time period that begins when the customer first tells the agent pertinent information and the agent records it and ends when the agent releases the record Answer: B

9. Your customer has difficulty sorting through their current system's reports to give supervisors information that pertains only to their particular group. Which feature should in Avaya Proactive Contact meets the customer's need? A. Shared Lists B. Unit Work List C. List Distribution D. Hierarchy Manager Answer: D

10. Which feature meets the needs of customers who want to run jobs that play messages to both phones answered by live customers and phones answered by answering machines? A. Autowrap B. Virtual Agent C. Agent Blending D. Managed Dialing Answer: B

11. What are two ways that the Avaya Proactive Contact System can be set up to place outbound calls? (Choose two.) A. connected to an Avaya Interactive Response (IR) system B. connected directly to the Public Switched Telephone Network (PSTN) C. connected to a customer host system via Computer Telephony Integration (CTI)  

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D. connected to a customer Private Branch Exchange (PBX) via Computer Telephony Integration (CTI) Answer: BD

12. During the Needs Assessment, the customer decides how they want agent headsets to be configured. This configuration depends both on customer needs and the customer's current equipment. What are three types of agent voice circuits available on the Avaya Proactive Contact System? (Choose three.) A. dial-in B. dialback C. round robin D. direct connect E. cyclic hunt type Answer: ABD

13. Which application would you recommend to a customer who wants to be able to modify wait queue scripts themselves? A. Editor B. Analyst C. Monitor D. Health Manager Answer: A

14. Which Avaya Proactive Contact hardware component provides the connection to agent and supervisor workstations? A. CPU B. digital switch C. access server D. administrator console Answer: A

 

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15. In which Avaya Solution Designer section are headset connection types configured? A. Inbound B. Transfer C. Outbound D. Agent/Supervisor Answer: D

16. A customer wants to license their Avaya Proactive Contact System to integrate with a third-party recording product. Which feature should they use? A. PCS SDK B. List Sharing C. Event Monitoring D. Campaign Metrics Answer: C

17. A customer wants to purchase an Avaya Proactive Contact System. The customer wants Avaya to provide all of the system hardware in a turn-key solution. Which solution should the customer purchase? A. Avaya Proactive Contact with CTI B. Avaya Proactive Contact with PG230 C. Avaya Proactive Contact with Predictive Blend D. Avaya Proactive Contact Large Cabinet Solution Answer: D

18. In which two ways can an Avaya Interactive Response (IR) that is integrated with the Avaya Proactive Contact System help during outbound calling? (Choose two.) A. provide low balance collections B. provide appointment reminders to customers C. provide additional dialing capacity during peak hours  

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D. provide PTP agents for overflow outbound connects Answer: AB

19. In which section of the Avaya Solution Designer is Disk Mirroring found? A. Transfer B. Software C. Hardware D. Agent/Supervisor Answer: C

20. A new customer has expressed interest in using Predictive Agent Blending on their new Avaya Proactive Contact System. Before setting up this feature for the customer, it needs to be determined whether or not the customer's ACD is compatible with the Avaya Proactive Contact System. Which two ACDs are on the list of compatible ACDs for Predictive Agent Blending? (Choose two.) A. Cisco IPCC B. Amcat ACD C. Aspect CallCenter D. Rockwell Spectrum Answer: CD

21. An Avaya Proactive Contact Large Cabinet System utilizes a separate hub to create an isolated network for three components of the system. Which three components are part of this isolated network? (Choose three.) A. CPU B. access server C. administrator console D. supervisor workstation E. ENBC Transition Module Answer: ABE

 

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22. Your customer's call center focuses primarily on outbound calling. They have inbound calls answered through an ACD. When there are more inbound calls than available inbound agents on the ACD, they want to have inbound calls transferred to the dialer so they do not leave customers on hold. Which Avaya Proactive Contact feature meets the needs of this customer? A. Managed Dialing B. Intelligent Call Blending C. Predictive Agent Blending D. Native Voice & Data Transfer Answer: B

23. The Avaya Proactive Contact System architecture connects some components through telephony links. Which components can connect using telephony links? (Choose two.) A. Avaya Proactive Contact and the host database B. Avaya Proactive Contact and the agent headsets C. Avaya Proactive Contact primary dialer and secondary dialer (in a pod) D. Avaya Proactive Contact and the Public Switched Telephone Network (PSTN) Answer: BD

24. A customer has a very short timeline in which to install their Avaya Proactive Contact System. They have outbound-only dialing with 210 agents. They want their system to be as close to a plug-and-play system as possible, to help streamline their pre-install and installation process. Which Avaya Proactive Contact solution best meets the needs of this customer? A. Avaya Proactive Contact with CTI B. Avaya Proactive Contact with PG230 C. Avaya Proactive Contact with Predictive Blend D. Avaya Proactive Contact Large Cabinet System Answer: D

25. A new customer wants blending as a feature with their new Avaya Proactive Contact System. The customer does not have Computer Telephony Integration (CTI), and they do not want to spend the money  

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to purchase it and set it up. Based on this information, which type of call blending can be used? A. Intelligent Call Blending B. Interactive Call Blending C. Proactive Agent Blending D. Predictive Agent Blending Answer: A

26. In providing a customer with an Avaya Proactive Contact System, which is the least cost solution? A. Avaya Proactive Contact with CTI B. Avaya Proactive Contact with PG230 C. Avaya Proactive Contact with Predictive Blend D. Avaya Proactive Contact Large Cabinet System Answer: A

27. Which feature allows supervisors to access records to make changes or corrections? A. Record Edit B. Sales Verification C. Generic Postupdate D. Realtime Campaign Update Answer: A

28. Which add-on product allows a customer to be able to seamlessly use any screens, completion codes and agent keys files added or modified on their Avaya Proactive Contact System without any additional programming or editing of their agent interface program? A. Agent API B. Supervisor Agent C. Proactive Contact Agent D. Completion Code Manager Answer: C  

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