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

Which vector object can replace the Time of Day (TOD) global Vector Variable?

Options :

A : Vector Routing Table

B : Business Schedule Table

C : Service Hours Table

D : Policy Routing Table

Answer: C

Question 3

Which form displays the total number of Automatic Call Distribution (ACD) agents that can be logged insimultaneously?

Options :

A : System-Parameters Security

B : Special System Parameters

C : System-Parameters Customer-Options

D : Feature-Related System Parameters

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

Which two statements describe why the agent’s state would be designated as ‘OTHER’ in a non-EASenvironment? (Choose two.)

Options :

A : The agents are on calls from another split.

B : The agents are on outgoing calls.

C : The agents are dialing a number to place a call or activate a feature.

D : An ACD call is ringing at their telephone.

E : The agents have pressed their aux work button.

Answer: C,D

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