Exam
: Nortel 920-447
Title
: NNCSE-Contact Center Exam
Version : R6.1
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1. A life insurance company has a SCCS 4.0 with Meridian 1 Option 11C 25.30, MPS IVR, and Meridian Mail 13. ? The company also has a third party CRM application where they store all of their customers' information, sorted by individual case number. ? They are using the MPS IVR to collect case numbers from callers and route the call based on that number. ? They want to implement a solution that will make their business more efficient. ? The solution will bring callers' information from the CRM application to their agents' desktops based on the callers' input that is collected by the MPS IVR. Which application best meets their needs? A. Symposium TAPI B. Symposium Web Client C. Symposium Web Center Portal D. Symposium Agent and TAPI SP Answer: D
2. Given the following network information: ? A customer has Symposium Agent 2.3 to implement soft phone functionality. ? They have a web server and web directory set up. ? They created a Call Rule to deliver all telephony information to agents' desktops through agentTab . ? Call Rule is executed when a call is presented to agents' phone sets. ? The following day lunch agents report that agentTab is no longer populated with call statistics. What is the first step in troubleshooting this problem? A. Restart SA server. B. Restart agents' desktops. C. Verify that SA Watchdog service is running. D. Verify that SA Call Monitor service is running. Answer: D
3. Given the following network information: ? A customer has a Meridian 1 Opt 11-C X11.25.40B, Symposium Call Center Server (SCCS) 4.0, Symposium TAPI 2.3, Symposium Agent (SA) 2.3 and Meridian Mail 12. ? They have a Win NT network with Win 95 clients. ? They want to move the server with TAPI/SA from Win NT to a Win 2000 operating system and to use the old server for another purpose. ? Therefore, they have to remove SA from that server. ? After they removed SA and MTS, they had to remove Sybase Adaptive Server. ? They stopped Sybase services, put them in manual starting mode and tried to www.prepking.com
delete the Sybase folder but they couldn't delete them. ? An error appeared saying that those files are used by another application. What has to be done in order to delete the Sybase folder after stopping Sybase services? A. Sybase folder cannot be read-only. B. The server must be rebooted to release the DLLs. C. All registry keys related to Sybase must be deleted. D. The server must be rebooted to release the DLLs and all registry keys related to Sybase must be deleted. Answer: D
4. A customer has encountered a problem with their Symposium Agent server that requires a complete uninstall of the software from the server. Which step is NOT part of a complete Symposium Agent server uninstall procedure? A. Remove Sybase Adaptive server software. B. Remove Symposium Agent from the Client. C. Remove Symposium Agent server components. D. Remove Symposium Agent Call Rules Explorer from the server. E. Remove Microsoft Transaction Server packages or COM+ applications from the server. Answer: B
5. A customer encounters a problem with their Symposium Agent server that requires a complete uninstall of the software from the server. Which step must be taken before the Symposium Agent components can be removed from the server? A. Restart client computer B. Restart server computer C. Change Server IP address D. Remove virtual directories from Internet Information Server. Answer: D
6. A company has two Contact Centers in their facility; one is for sales and the other is for technical support www.prepking.com
for their products. ? The technical support group needs to access the internet and the intranet to effectively do their jobs. ? The company has decided to implement Symposium Agent 2.3. ? The technician loading the Symposium Agent 2.3 software onto the Windows 2000 server is logged on as a supervisor. During the software installation, the technician receives an indication on their monitor that some of the files would not load. After analyzing the information presented by the technician, what is wrong? A. The technician should uninstall and reload the software again. B. The technician should ignore the message unless it is a - *.dll file. C. Only a user logged in with Administrator privileges can load software. D. The technician should reload the software again because sometimes it doesn't work the first time. Answer: C
7. An insurance company has SCCS 4.0, Symposium TAPI 2.2, Meridian 1 Option 11C 25.10 and Octel voice mail in their Contact Center. ? They have 50 call center agents. ? They want to implement a CTI application which will allow their agents to handle incoming and outgoing calls without phones, just with click of mouse. What application will accomplish that? A. Symposium Agent B. Symposium Web Client C. Symposium Web Center Portal D. Symposium Express Call Center Answer: A
8. A dental equipment company has a Meridian 1 Opt 11C, SCCS 3.0, Symposium TAPI SP 2.3, Symposium Agent 2.3 and Meridian Mail 11. ? They have 25 agents and 2 supervisors. ? They run on a Windows NT network with Win NT workstations as client. ? They have a third party database where they have to log in manually using a complex sequence of user ID and passwords and a few additional key strokes into a similar window to get information about suppliers (mailing address, phone number, etc). ? They set up a keystroke call trigger to automate this task based on the CLID delivered by Symposium TAPI to their agents. ? The keystroke call trigger records all requested entries which are usually entered manually. ? They set up a call rule afterwards to be applicable for inbound calls only since they are an inbound call center and are to be activated when a call arrives based on CLID. ? They set up a call rules www.prepking.com
group as well. ? During the final testing phase, they noticed that it doesn't work as it should; agents are getting database window popups on their monitors but they have to manually enter all data. It appears that the trigger isn't working. What did they miss in the configuration? A. They didn't set up a call rules group. B. The agents are not associated with a call rules group. C. The agents don't have local admin privileges on their machines. D. The agents have to open the third party database manually and login in order to have the call rules work. Answer: B
9. A customer with a credit card business has a Meridian 1 Option 61C 25.10 and SCCS 4.0 with a third party database where all their customers' information is stored. ? They want a Contact Center application that will increase productivity by providing their agents with screen pops at their PCs. ? If the customer is in the company's database, the screen pops will be triggered by the caller's phone number and will be populated with caller information as soon as the call arrives on the phone sets. ? If this is a new customer, a blank window will pop up to let them enter the caller's information. Which applications will meet their needs? A. Symposium TAPI and Symposium Agent B. Symposium TAPI and Symposium Web Client C. Symposium Web Center Portal and Symposium TAPI D. Symposium Call Center Server and Symposium Agent Answer: A
10. A company is using Symposium Agent 2.3 with Symposium Call Center Server. ? The Symposium 2.3 has its own Windows 2000 server. ? The technician loaded the Symposium Agent 2.3 onto the Windows 2000 server as an Administrator. ? The security dongle is attached to the parallel printer port of the server. The Symposium Agent 2.3 is not working.
Determine the next logical step to troubleshoot the problem.
A. Try to ping the PBX from the server. B. Verify that the keycodes are correct. C. Make sure there are no conflicts on the Sybase ports. D. Check to see if the license.dat file is in the \WINNT\System32 folder. Answer: D www.prepking.com
11. An OLE trigger has successfully been set up to pass data from Symposium Agent 2.3 to Microsoft Outlook on a Symposium Agent client PC, and then present the data to the agent. You have been asked to update the process so that data is only presented to the agent during the hours of 01:00 to 06:00. What change is necessary in order to implement the process change? A. When you create the call rule, specify the time of day when it can execute. B. Update the OLE automation server to only execute during the specified time period. C. When you set up the call rules group, specify the time of day when the call rule can execute. D. When you update the file control file to include the OLE automation program, specify the time of day when it can execute E. When the OLE automation server is downloaded and installed on the agent PC, use the Install Type of DATEOBSOLETE to specify the time of day when it cannot be executed. Answer: A 12. A company wants to set up a process in Symposium Agent 2.3 to put telephony information into a Microsoft Notepad popup on their agents' PC. This will be triggered when the call is presented to the agent. The Microsoft Notepad application does not support the standard protocols to exchange data between Windows applications. Which method should you use to have the data sent to the Notepad application? A. agentExplorer B. agentCompass C. Keystroke macros D. Dynamic Data Exchange (DDE) E. Microsoft Data Access Components F. Object Linking and Embedding (OLE) Answer: C
13. Given the following network information: ? A customer has a SCCS 4.2 and a Meridian 1 Option 11C 25.10. ? They purchased Symposium Agent 2.3 and Symposium TAPI SP 2.3. ? They want to install it on the same server as a Win 2000 Server. ? Microsoft Transaction Server (MTS) package has to be installed as part of SA installation. ? Installer used his personal ID with local admin privileges for that server to install the MTS package, but the MTS installation failed. What is the reason for the failure? www.prepking.com
A. Sybase services must be stopped. B. Administrator account must be used for MTS installation. C. Domain admin account must be used for MTS installation. D. SA Call Monitor and SA Watchdog services must be stopped. Answer: B
14. A car insurance company has a Contact Center with a Meridian 1 Option 81C 24.25, Meridian Mail 13, and SCCS 3.0. ? They have 45 call center agents, 15 skillsets, and 5 supervisors. ? They are an inbound/outbound Call Center with calls distributed evenly between inbound and outbound. ? They need an interface for the outbound dialer application as well as for internal web pages that are delivered to agents' desktops, depending on an incoming call's information. Which solution best fits their needs? A. Symposium Express B. Symposium TAPI with Symposium Express C. Symposium Agent with Symposium TAPI SP D. Symposium Web Client with Symposium Express Answer: C
15. A book reseller runs most of their business over the telephone using their Contact Center with Meridian 1 Option 11C 25.30, SCCS 4.0 and CallPilot 1.07. They have 60 agents and 5 supervisors. ? Recently they opened a web site for e-mail inquires which is functioning fine, however they are having problems tracking their agent activity over the phone and via e-mail. ? They want a solution that gives them complete reporting on all customer contacts, regardless of media, and it must be fully integrated with their existing Contact Center. Which solution will meet their needs? A. Symposium TAPI B. Symposium Agent C. Symposium Web Client D. Symposium Web Center Portal and Symposium TAPI Answer: D
16. Given the following information: ? A company has a Succession CSE 1000 2.0, SCCS 4.2, Symposium www.prepking.com
TAPI 2.3 and SWCP 3.0. ? A supervisor complains about NOT being able to run any reports. ? A detailed investigation reveals that all Sybase services are up and running and the server can be pinged using the DSEdit tool. ? They also find that the SWCP Sybase database password was changed as part of the standard security routine. What is the most probable cause for this problem? A. Database.ini file must be updated with new password. B. Server has to be restarted after changing database password C. Sybase services have to be restarted after changing database password. D. Database password must NOT be changed after installation since it is hard coded. Answer: A
17. A cable TV provider has Meridian 1 Opt 11C 25.40, SCCS 4.2, Meridian Mail 13, Symposium Web Center Portal 3.0 and Symposium TAPI SP 2.3. ? They have 30 agents and 2 supervisors. ? They have a Win NT 4.0 network with Win NT 2000 Workstation 4.0 clients. ? They have a two server configuration. ? They want to do a network database backup on a remote computer that is in the same domain as the Symposium Web Center Portal. ? They created the same user with local admin privileges on both machines, the SWCP server and remote computer. ? The shared folder on the remote computer was created with full access for the local admin account. ? They configured the Sybase backup service according to the documentation, then restarted the service. ? They entered the proper network path in the Backup box. ? The backup failed with an error that access to remote machines was denied. What is the reason for the network backup failure? A. The local admin account has to has domain admin privileges. B. Remote computer and SWCP server have to be on same subnet. C. User has to be logged in with local admin account on both computers. D. Passwords for the two local admin accounts on the remote computer and SWCP server don't match although the user name is the same. Answer: D
18. A company has Meridian 1 Option 11C 24.24, Meridian Mail 13, SCCS 4.2, Symposium Web Center Portal 3.0, and Symposium TAPI SP 2.3. ? They have 75 agents and 5 supervisors. ? They have a Windows NT 2000 network with Windows 2000 NT Workstations. ? By using the Space Usage Report, they www.prepking.com
notice that the Symposium Web Center Portal database runs out of space. What action needs to be taken? A. Perform a full backup. B. Perform a database backup. C. Use the purge utility and then run a database backup. D. Perform a database backup and then use the purge utility. Answer: D
19. A company has installed Symposium Web Center Portal Server 3.0 and has connected it to an e-mail server to integrate Internet e-mail messages with their Contact C enter agents' work flow. The configuration of their Symposium e-Mail Manager is: ? 50 mailboxes associated with the 50 skillsets defined ? Inbound Mail Service (IMS) Mail Threshold = 100 ? Outbound Mail Service (OMS) Mail Threshold = 100 ? Inbox Scan Interval = 10 seconds ? There are a few mailboxes that receive only a small amount of e-mail, but it is critical that the e-mail be delivered promptly. ? Because of the high overall volume of e-mail, these few critical e-mail accounts are not receiving their e-mail in a satisfactory timeframe. ? In addition, the CPU utilization of the Symposium Web Center Portal Server is a concern, and the administrator does not want any changes that will increase the load on the server. Which values would you recommend to improve the delivery of the critical e-mails, without increasing CPU utilization? A. IMS and OMS Mail Threshold = 10 Inbox Scan Interval = 2 seconds B. IMS and OMS Mail Threshold = 10 Inbox Scan Interval = 10 seconds C. IMS and OMS Mail Threshold = 10 Inbox Scan Interval = 20 seconds D. IMS and OMS Mail Threshold = 50 Inbox Scan Interval = 2 seconds E. IMS and OMS Mail Threshold = 50 Inbox Scan Interval = 10 seconds Answer: B
20. A company has a Meridian 1 Option 11C 25.10, Meridian Mail 12, SCCS 4.0, Symposium Web Center Portal 3.0, and Symposium TAPI 2.3. ? They have 50 agents and 5 supervisors. ? They have a Windows NT 4.0 network with Windows NT Workstation 4.0, Win 98 and Win 95 clients. ? They have a two server configuration. ? They did a backup of the Symposium Web Center Portal system for recovery by doing a database backup and making a copy of Master.dat and Sybprocs.dat files, the e-mail attachment folders as well as OMS.ini and IMS.ini files. ? They also performed a backup of the Customer Interface and Agent www.prepking.com
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