Exam Title

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

Version : R6.1

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 1. 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

2. 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

3. 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

4. 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?
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 A. Application Delayed Abandon B. Application Performance Report C. Application Call Treatment Report D. Application Delayed Before Answer Answer: C

5. A customer has Symposium Call Center Server (SCCS) 5.0 and wants to create new agent using Symposium Web Client 4.5. 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

6. A customer has Symposium Call Center Servers (SCCS) 5.0 at three sites and is using Symposium Web Client 4.5. Their administrator has assigned basic access to the Contact Center Management (CCM) component to a user. For the user to see CCM entries, what should the administrator do next? A. Assign the user a partition that includes CCM. B. Assign the user a partition that includes CCM and skillsets. C. Assign the user an access class that includes agent and supervisor access on all three SCCS servers. D. Assign the user an access class that includes agent and supervisor access on at least one SCCS server. Answer: D

7. A customer has Symposium Call Center Server 5.0 installed. They recently increased the number of days for which SCCS collects data (interval collection period) using the Historical Statistics Duration property page. When will those changes take effect?

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 A. at midnight B. immediately C. after server reboot D. when the current 15-minutes interval is ended Answer: A

8. You upgraded the Symposium Call Center Web Client several times. Based on this, how many times should the Simple Object Access Protocol (SOAP) be installeed on each client's PC? A. The client PC does NOT require SOAP. B. The value will depend on how many times you have upgraded SCCS. C. Twice. The SOAP component is intalled before and after the SCCS upgrade. D. Only once it does NOT matter how many times the software was upgraded. Answer: D

9. A customer has a Symposium Call Center Server (SCCS) 5.0 and a Symposium Web Client 4.5. Their administrator wants to create access classes for various Web Client users. Which two Web Client components will be controlled by the access class settings the administrator will create?(Choose two) A. Scripting B. Audit Trail C. Historical Reporting D. Real-Time Displays E. Contact Center Management Answer: AE

10. A customer has a Symposium Call Center Server (SCCS) 5.0 and a Symposium Web Client 4.5. Their administrator wants a user to access scripts through the Web Client application. Once the user's basic access is assigned to the Scripting component, what else must the administrator do?

A. Assign the user a partition that includes only scripts. B. Assign the user a partition that includes all scripting elements. C. Assign the user an access class with at least read only access for scripts.
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 D. Assign the user an access class with at least read only access for script variables. Answer: C

11. A customer has Symposium Call Center Server 5.0. They have concerns about some agents abusing the system by transferring calls back to the queue. They want to find out who those agents are. Which report will show them this information? A. Agent Short Calls Report B. Agent Login/Logout Report C. Skillset by Application Report D. Agent by Activity Code Report Answer: A

12. Which entry is part of the user-defined Symposium Call Center Server 5.0 report header? A. print date/time B. company name C. report page number D. administrator's name Answer: B

13. A customer has a Symposium Call Center Server (SCCS) 5.0. In the Contact Center Management window, which view should administrators use to make Ad Hoc (immediate) assignments to a user? A. Agent View B. Skillset View C. Supervisor View D. Assignment View Answer: C

14. Administrators create partitions to determine the data supervisors can access in real-time reporting. supervisor then tailors that data by: A. Creating filters in the real-time reporting component
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 B. Scanning data deleting things not applicable to them C. Talking to administrator to remove partitions restricting their access D. Applying filters to standard_route_display,the standard nodal_M1_display, and standard_IVR_display Answer: A

15. A customer has Symposium Call Center (SCCS) 5.0 and wants to assign five agents to a new supervisor using Symposium Call Center Web Client 4.5. What is the correct way to assign all five agents at once to a new supervisor? A. Use the Agent Details window B. Use the Assign Agents section C. Assign new agents to the new supervisor's partition D. Select all five agents then use the drag and drop feature Answer: B 16. A customer has Symposium Call Center Server (SCCS) 5.0. They have concerns about call center productivity and efficiency. Which report will show them if enough agents are assigned to skillsets? A. Agent Performance Report B. Skillset Performance Report C. Application Performance Report D. Agent by Skillset Performance Report Answer: B

17. Real -Time Reporting components of Symposium Web Client 4.5 provide displays to manage and evaluate effectiveness of a Symposium Call Center Server (SCCS) 5.0 call center. Using formulas to create the statistical displays and following the rules of creating a formula, which elements are properly ordered to get the correct formula? A. formula box>variables>result B. formula Editor window>variables>result C. mathematical operators (in order of precedence)>Variables>result D. variables>mathematical operations (in order of precedence)>result Answer: D
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18. A customer has a Symposium Call Center Server (SCCS) 5.0 installed. A supervisor wants to schedule and print reports using a SCCS Client on his/her PC. What is the mandatory requirement for running scheduled reports on a SCCS client? A. The supervisor's PC must be turned on. B. The supervisor must be logged in to SCCS Client. C. The supervisor must print the scheduled reports on a local printer. D. The supervisor must print the scheduled reports on a network printer. Answer: A

19. A customer has a Symposium Call Center Server (SCCS) 5.0 and a Symposium Web Client 4.5. Their administrator wants a user to see the Configuration window entries. After assigning the user basic access to the configuration component, what else must the administrator do? A. Assign the user a partition that includes all configuration elements. B. Assign the user an access class that includes at least one of the configuration access class elements. C. Assign the user an access class that includes all access class elements with at least read-only privileges. D. Assign the user a partition that includes all configuration elements in an access class defined for that user. Answer: B

20. A customer has a Symposium Call Center Server (SCCS) 5.0. In the Supervisor View Window which information is mandatory to add a supervisor using the Symposium Server's tree? A. Web client user ID and password B. first name, last name and Phoneset ID C. title, department, personal (phanton) D. position ID of the supervisor's Answer: B DN

Phoneset (SPID)

21. What is the purpose of skillsets in a Symposium Call Center Server (SCCS) 5.0 environment?
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 A. To keep agents busy with incoming calls. B. To route callers to best suited agent, department., etc. C. To organize the queue for better management of calls. D. To removes calls that have been in the queue too long. Answer: B

22. A Symposium Call Center Server (SCCS) 5.0 customer wants to configure real-time display on Symposium Web Client 4.5. What is Nortel Network's recommended minimum refresh rate for agent real-time display? A. 0.5 seconds B. 2 seconds C. 5 seconds D. 6 seconds Answer: A

23. A customer has Symposium Call Center Server (SCCS) 5.0 on three sites and is using Symposium Web Client 4.5. Which statement best defines the Access Level of "Use Agent & Skillset Partitions in CCM" for CCM Partition Access permissions? A. The user can see all skillsets and all agents that are configured on the selected server. B. The user can see only those skillsets that are configured on the selected server and included in the partitions assigned to this user, in addition to all agents. C. The user can see all skillsets that are configured on the selected server, in addition to their partitioned agents, or the agents included in the supervisor/reporting agent combination assigned to them. D. The user can see only those skillsets that are configured on the selected server and included in the partitions assigned to this user, in addition to their partitioned agents, or the agents included in the supervisor/reporting agent combination assigned to them. Answer: D

24. Which user has the right to add Symposium Call Center Servers (SCCS) 5.0 to the Symposium Web Client System Tree?
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 A. Only users logged in as webadmin. B. Only administrators logged in as Administrator. C. Any user logged in with Server Maintenance capability. D. Any administrator with a full access partition can add, edit, or delete servers. Answer: A

25. Using Symposium Call Center Server (SCCS) 5.0, how would you share a Private Display with other users? A. Notify the supervisor of the permission to share the access to the Private Display. B. Notify the web administrator to make the Private Display accessible to other users. C. Save a copy of the Private Display as a Public Display on the current SCCS server. D. Send the password to the users that you want to grant access to view the Private Display. Answer: C

26. A customer is using Symposium Call Center Server (SCCS) 5.0. What is the Network Automatic Call Distribution (NACD) configuration requirement for all network nodes? A. Networking parameters for ISDN and ESN must be unique for each node or switch in the system with respect to Network ACD B. Networking parameters for ESN must be consistent throughout all nodes or switches in the system with respect to Network ACD C. Networking parameters for ISDN must be consistent throughout all nodes or switches in the system with respect to Network ACD D. Networking parameters for ISDN and ESN must be consistent throughout all nodes or switches in the system with respect to Network ACD Answer: D

27. A customer has Symposium Call Center Server 5.0 deployed on three nodes and Web Client 4.5 which is used for managing all nodes plus NCC. What is the required configuration when Longest Idle Agent reservation method is selected? A. Target Node Count must be different for all SCCS nodes
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