Question 1

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?

Accepted Answer

The answer of The basic default task flow is created...

Question 2

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?

Accepted Answer

Logging off and logging back on can refresh the user interface and may resolve display issues such as missing icons.

Question 3

When you open a task flow set to make changes to the task flow, and you are asked to make a copy of the task flow set. Which task flow set are you about to make changes to?

Accepted Answer

The answer of When you open a task flow set...

Question 4

What is the default port for chat server registration?

Accepted Answer

The default port for chat server registration, specifically for XMPP (Extensible Messaging and Presence Protocol), is 5222.

Question 5

An agent requires their UI to open and begin with a customized telephony file. Which three actions must you take? (Choose three.)

Accepted Answer

The answer of An agent requires their UI to open...

Question 6

You have imported the "choice_Transfer_to_Extension" IVR script, so the caller can dial the extension number of the person they are trying to contact. Which parameter must be edited in the script for this to work?

Accepted Answer

The answer of You have imported the "choice_Transfer_to_Extension" IVR script,...

Question 7

What are the three types of dialers available? (Choose three.)

Accepted Answer

The answer of What are the three types of dialers...

Question 8

You need to make a change to the task flow, and when you select the active task flow set, you are not asked to make a copy. Why is this happening?

Accepted Answer

The active task flow set must be set as the default task flow set before you can make changes to it.

Question 9

The "Voice mail" Source element allow voicemail messages to be retrieved from where?

Accepted Answer

The "Voice mail" Source element allows voicemail messages to be retrieved specifically from VM Pro (Voicemail Pro).

Question 10

What item is required to enable temporary Announcements in the task flow?

Accepted Answer

The answer of What item is required to enable temporary...

Question 11

You have created your IVR script and activated it, however when you try to assign it to an IVR announcement element in your task flow it does not appear. What is causing this problem?

Accepted Answer

The IVR script must be assigned to the task flow in order to appear in the IVR announcement element dropdown.

Question 12

The queue full element routes callers depending on the number of callers allowed to queue an agent group. Where are the queue limits configured?

Accepted Answer

The queue limits are configured in the Topic tab, where you can set the maximum number of callers allowed to queue for an agent group.

Question 13

Which component is responsible for the routing within a IVR script?

Accepted Answer

The answer of Which component is responsible for the routing...

Question 14

To help with the designing of complex IVR scripts, Avaya have created some IVR scripts for you to use, and placed them on the installation DVD. How can you access them in your IVR Editor?

Accepted Answer

You can access the IVR scripts provided by Avaya by importing them into the IVR Editor from the installation DVD.

Question 15

View the Exhibit.  Refer to the exhibit. You are creating variables to be used by a call tag within your task flow, and you want the variables to apply to the whole system. Which object would you select for your variable?

Accepted Answer

The answer of View the Exhibit.  Refer to the...

Question 16

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.)

Accepted Answer

The Task flow examples can be used in the Task flow editor and the IVR editor.

Question 17

If the word "help" is in the subject of the emails sent from customers, then those emails are to route to specific agents. What can you do to make this happen?

Accepted Answer

Using a task tag element in the email task flow to identify the word "help" in the email subject allows for automated routing to the appropriate agents, making the process efficient and reducing manual intervention.

Question 18

When setting up skill-based routing, you have to create task tags for each skill, and then assign them. To which two objects can you assign a skill? (Choose two.)

Accepted Answer

The answer of When setting up skill-based routing, you have...

Question 19

You have created a new real-time screen for the agents, and assigned it to their profile. However, when they look at it, it does not display information for all groups. What should you check?

Accepted Answer

The issue likely lies in the privileges set in the profile. Checking the privileges in the profile ensures that the agents have the necessary permissions to view information for all groups.

Question 20

Which two factors determine which call will be routed via the "Last Agent" element? (Choose two.)

Accepted Answer

The answer of Which two factors determine which call will...

Exam 11: Avaya Converged Platform Support