Question 1

Which two statements describe the benefits of using Expert Agent Selection (EAS)? (Choose two.)

Options :

A : It enables recorded announcements to be played to incoming calls.

B : It provides options for selecting among available agents with the same skill.

C : It facilitates routing of incoming calls to a Voice Response Unit to facilitate self-service.

D : It provides basic reporting on Vectors, Agents, and Trunk Groups.

E : It improves agent performance because supervisors can have agents handle calls based on either skilllevel or greatest need.

Answer: A,B

Question 2

In the call center, to prevent an agent from dialing “off-net” to particular numbers, which action should youtake?

Options :

A : Create a class of service (COS) for the dialing features.

B : Create a class of restriction (COR) for calling privileges.

C : Create a class of restriction (COR) for the feature access code.

D : Create a class of service (COS) for a collection of feature access codes.

Answer: B

Question 3

To improve call handling and agent productivity, you set up a vector using Look Ahead Interflow to check if theremote site can accept a call, and has an agent available. You only want to interflow calls that are at the toptwo positions of the queue.Which command would be entered in the vector to accomplish this?

Options :

A : route-to number 9581234 with cov y if interflow-gpos>=2

B : route-to number 9581234 with cov n if interflow-gpos<2

C : route-to number 9581234 with cov n if interflow-gpos<=2

D : route-to number 9581234 with cov y if interflow-gpos=2

Answer: C

Question 4

7392-X-page23-image1 Refer to the exhibit.You configured vectors in your New York and Denver locations to use Look Ahead Interflow. You want yourNew York location to interflow to your Denver location if the Denver split has less than 10 calls in queue. Aftersetting vectors in the exhibit you find that calls are interflowing to Denver.What would cause calls to interflow to Denver?

Options :

A : Step 8 in Denver should be a busy command.

B : The route-to number command in step 6 in New York is allowing calls to Interflow to Denver.

C : The wait-time command in step 1 in Denver is considered a call acceptance command and calls to Interflow.

D : The wait-time command in step 3 in Denver is considered a call acceptance command and allowingcalls to Interflow.

Answer: B

Question 5

If an agent has the skills to handle one call:Call 1, with priority 3 that is queued for 10 minutes with skill level 5Call 2, with priority 3 that is queued for 15 minutes with skill level 10Call 3, with priority 5 that is queued for 15 minutes with skill level 15Call 4, with priority 1 that is queued for 15 minutes with skill level 15Under the skill level handling preference, which of the calls will the agent handle first?

Options :

A : Call 1

B : Call 2

C : Call 3

D : Call 4

Answer: D