NEW QUESTION NO: 20
Prior to using the dataimport.exe file, which action should you perform?
A. Import
B. Reboot
C. Activate
D. Backup
Answer: C

NEW QUESTION NO: 21
With respect to IP Office Contact Center Release 9.1.6 and above, which three parameters are not contained in the import excel spreadsheet and must be configured in the User Interface after the import?
(Choose three.)
A. Custom specific announcements
B. Hold duration time for last agent functionality
C. Profiles
D. System holidays
E. Topic block times
Answer: A,B,D

NEW QUESTION NO: 22
In the IPOCC installation folder, there is a Task flow examples folder. In this folder there are examples for call routing which you can import, edit and use.
In which two places can they be used? (Chose two.)
A. Agent Profiles
B. Topic information
C. Address Book
D. Task flow editor
E. IVR editor
Answer: D,E

NEW QUESTION NO: 23
You have entered your licenses successfully, and now you want to check you have the correct amount of supervisor licenses for the customer.
Which screen in WebLM will show you this information?
A. CIE View License Capacity
B. CIE View Peak Usage
C. License Install
D. Licensed Product
Answer: C
Explanation/Reference:
Reference https://downloads.avaya.com/css/P8/documents/100057555 (page 12)

NEW QUESTION NO: 24
The basic default task flow is created when you import the data import sheet successfully, but which Topics will it create the default task flow for?
A. All Topics which are available in the range entered
B. Only the first 3 Topics
C. Only Topics you have identified and assigned agent groups to
D. Only Topics select as Telephony
Answer: D

NEW QUESTION NO: 25
A customer has requested to display real-time information using two IPOCC Wallboards.
Which two items are required? (Choose two.)
A. A separate license
B. Another PC with IPOCC UI installed
C. Another PC with Linux OS installed
D. Firewall access to port 28443
E. Two wallboard licenses in IPOCC
Answer: A,D

NEW QUESTION NO: 26
You are installing the IPOCC software on a customer provided Windows server and have verified the computer meets all the documented requirements.
During the installation of the IPOCC software from the DVD, which password do you need to create?
A. IP Office Service User password
B. IPOCC Administrator password
C. Database System Administrator password
D. IPOCC Service User password
Answer: B

NEW QUESTION NO: 27
You have added the Silent Monitor button to the contact bar, however the supervisor is reporting that the icon has not appeared on the UI.
What can the agent do to resolve this problem?
A. Generate a call.
B. Run a historical report.
C. Reset their password.
D. Logoff and log back on again.
Answer: D

NEW QUESTION NO: 28
Which three preconditions must be met to import the configuration data in the IP Office Contact Center?
(Choose three.)
A. The license file must be installed first
B. The database must be empty
C. The postgres database need to be running
D. The watchdog need to be running
Answer: A,B,D

NEW QUESTION NO: 29
In a historical report, where does Avaya recommend that you set the specific dates and times for the information to be displayed in your report?
A. in the shift plan
B. in a graph
C. in a table
D. in the basic data
Answer: C
Explanation/Reference:
Reference https://downloads.avaya.com/elmodocs2/multivantage/233823_2/215822_3/215822_3.pdf

NEW QUESTION NO: 30
To instruct the agent to give information to certain callers, a customer wants to have the ability to display a script for their agent in the realtime screen.
Which realtime element is used to achieve this?
A. Value Element
B. Internet Browser Element
C. Direct Call Element
D. Customer History Element
Answer: A

NEW QUESTION NO: 31
When a call is in the task flow, the system is constantly checking all elements of the task flow.
If there is a part of the task flow you do not want included in the task flow after the call has passed through it, which element could you use to control this?
A. End Call Element
B. Task Trap
C. New Task Element
D. Source Element
Answer: D

NEW QUESTION NO: 32
Before restoring any of IPOCC databases, what must you do?
A. Power off the IP Office.
B. Log off all agents.
C. Reboot the server.
D. Stop the watchdog.
Answer: D
Explanation/Reference:
Reference: http://downloads.avaya.com/css/P8/documents/100182218 (page 44)

NEW QUESTION NO: 33
Which two factors determine which call will be routed via the "Last Agent" element? (Choose two.)
A. If the Caller know the extension number of the Agent
B. How long ago the agent spoke to the caller
C. Minimum contact time during the last conversation with the agent
D. The Last Agent available in the group
E. If the Customer in is the Agents personal contacts list
Answer: B,E
Explanation/Reference:
Explanation:
It is possible to create a task flow that will look at the Incoming CLID of a caller, and based on it look to match the caller with the Agent who last dealt with their query, if available. The Last agent element is used for this feature.
Reference http://downloads.avaya.com/css/P8/documents/100182213

NEW QUESTION NO: 34
What is the first point of contact if a call comes into the IP Office Contact Center?
A. The Agent Group
B. The Topic
C. The Incoming Call route
D. The Short Code
Answer: A

NEW QUESTION NO: 35
In which database are the IPOCC configuration, reporting statistics, and taskflows stored?
A. the C3K database
B. the CC database
C. the Taskreporting database
D. the AdB database
Answer: B

NEW QUESTION NO: 36
Your data import has returned the message that the import has failed.
Before trying to import again, which three steps are necessary? (Choose three.)
A. Check the import log file to identify the problem.
B. Fix the problem identified in the import log file.
C. Reinstall the postgres database.
D. Reinstall the IPOCC Server.
E. Restore the empty cc and c3k databases.
Answer: A,C,E

NEW QUESTION NO: 37
An agent requires their UI to open and begin with a customized telephony file.
Which three actions must you take? (Choose three.)
A. Change the Agent's Privileges
B. Change the Agent's Authorizations
C. Select the current Telephony file in UI Configuration Telephony from the agent
D. Remove the default checkmark for UI Configuration Telephony
E. Restart the Agent's UI
Answer: B,C,D

NEW QUESTION NO: 38
The queue full element routes callers depending on the number of callers allowed to queue an agent group.
Where are the queue limits configured?
A. in the Topic tab
B. in the Agent Group tab
C. in the Agent group element
D. in the Queue full element
Answer: A

NEW QUESTION NO: 39
Which component is responsible for the routing within a IVR script?
A. Database Server
B. Corba
C. Taskserver IPO
D. Postgres server
Answer: B

NEW QUESTION NO: 40
View the Exhibit.

Refer to the exhibit. The exhibit shows a screen shot of a tag that has been created in the tag list.
What is the intended purpose of this tag?
A. to reject any caller from Germany
B. to identify calls with a German telephone number
C. to pass the call to a German language auto attendant
D. to pass the call too an agent with German speaking skills
Answer: A