920-170 Exam

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Exam : NORTEL 920-170
Title : Symposium call center server 5.0 applicaiont developer


1. A customer has a Symposium Call Center Server (SCCS) 5.0 and requires agent telephones to enter Not Ready Mode (NRD) after a defined time limit is reached. Which method should you use to configure NRD on agent telephones using Symposium Call Center Web Client 4.5?
A. Make Set Busy
B. Call Force No Answer
C. Let Call Ring
D. Return to Queue
Answer: D

2. A customer has Symposium Call Center Server (SCCS) 0 and wants to create new agent using Symposium Web Client 4. What else must be done besides creating the new agent to enable a supervisor to see the new agent in Real-Time Display, Contact Center Management and Historical Reports? (Choose two.)
A. The supervisor has to be configured as the reporting supervisor for the new agent in supervisor's configuration.
B. The supervisor has to log off from Symposium Web Client and log back in for the changes to be visible.
C. The new agent has to be logged in to Symposium Web Client for the changes to take place.
D. The new agent has to be assigned to the supervisor's partition.
Answer: CD

3. A customer has a Symposium Call Center Server (SCCS) 5.0. Which unit of measurement should be used to configure Service Level Thresholds using Symposium Call Center Web Client 4.5?
A. milliseconds
B. half seconds
C. seconds
D. thirty seconds
Answer: C

4. A customer has Symposium Call Center Server (SCCS) 5.0 and wants to assign five agents to a new skillset using Symposium Call Center Web Client 4.5. What is the recommended way to assign those agents to a new skillset?
A. Assign the new skillset to those agents partition.
B. Use the Skillset window from the Skillset view to assign one or more agents, one skillset at a time.
C. Select all five agents from the Agent Details window, then use the drag and drop feature.
D. Use the Skillset section in the Agent Details window to assign all agents at the same time to the new skillset.
Answer: B

5. A customer has Symposium Call Center Server (SCCS) 5.0 installed. They want to run a report which will show them the sum of all treatments excluding Host Lookup for calls received by the SCCS. Which report will show them the required information?
A. Application Delayed Abandon
B. Application Performance Report
C. Application Call Treatment Report
D. Application Delayed Before Answer
Answer: C

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