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NO.1 What is Update Time?
A.the time period that begins when the agent greets the customer and ends when the customer hangs up
B.the time period that begins when the customer hangs up and ends when the agent releases the
customer record
C.the time period that begins when the agent releases the customer record and ends when the agent
receives the next call
D.the time period that begins when the customer first tells the agent pertinent information and the agent
records it and ends when the agent releases the record
Answer:B

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NO.2 When using the Avaya Solution Designer tool, the License Quantity for Agent Connections should be
equal to the total number of _____.
A.agents in a typical shift
B.simultaneous headset connections
C.inbound lines purchased by the customer
D.outbound lines purchased by the customer
Answer:B

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NO.3 Which feature meets the needs of customers who want to run jobs that play messages to both phones
answered by live customers and phones answered by answering machines?
A.Autowrap
B.Virtual Agent
C.Agent Blending
D.Managed Dialing
Answer:B

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NO.4 The Avaya Proactive Contact access server provides which two functions within the system? (Choose
two.)
A.connects calls to agents
B.manages the internal LAN
C.serves as a dial-in point for access to the digital switch and CPU
D.is the interface that supervisors and agents use on their computers
Answer:B C

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NO.5 Which two telemarketing situations would merit greater than a 2:1 line to agent ratio? (Choose two.)
A.using unconfirmed contact data
B.using one of the call blending solutions
C.using unsolicited calling lists (cold calling individuals)
D.calling customers with multiple contact numbers (home, business, etc.)
Answer:A C

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NO.6 Which tool is new to the Editor Application in the Avaya Proactive Contact Supervisor software?
A.verification of jobs
B.record selection reports
C.messages files and scripts
D.IVR fields in record selections
Answer:C

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NO.7 You are using the Avaya Solution Designer. What is the correct input on the ACD line on the Predictive
Agent Blend software screen for an Avaya Proactive Contact System using Predictive Agent Blending
with one ACD?
A.leave line blank
B.type in the number 1
C.leave line at the default (0)
D.type in the ACD brand name
Answer:C

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NO.8 Your customer has a group of agents that handle clerical and other duties and who handle calls only
when needed. A supervisor notifies these agents when they need to answer calls because calls are
queueing or being abandoned. However, the response is often too late to be of much help and the result
is many abandoned calls. Which Avaya Proactive Contact feature meets this customer's needs?
A.Virtual Agent
B.Person to Person
C.Intelligent Call Blending
D.Native Voice & Data Transfer
Answer:B

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