7492X Practice Test

Best Services Routing (BSR) determines the best resource to service a call by examining which three variables? (Choose three.)

A.

Agent Average Speed of Answer

B.

Selection strategy for the active VDN

C.

Oldest call waiting

D.

Availability of the agents

E.

Estimated Wait Time (EWT)

The call center has recently converted from 4 to 5 digit extensions. Since the conversion, callers to the Spanish Customer Service skill report that they can no longer reach a specific agent in the call center, even If they know the extension number.
Which two commands would provide information to isolate the problem? (Choose two.)

A.

Display events extension

B.

Display events vector

C.

List trace vector

D.

List trace extension

While a Look-Ahead Interflow attempt is being made, which feedback is the caller receiving?

A.

The caller hears the feedback that Is provided by the sending switch.

B.

The caller always hears ringback.

C.

The caller hears the feedback that is provided bythe receiving switch.

D.

The caller always hears silence.

A customer wants to use the TTrace application on their desktop to monitor remote servers.
Is this possible?

A.

Yes, the customer can use the TTrace Server, the configuration should be installed on the server and the TTrace console on the client desktop

B.

Yes, the customer can use their desktop to monitor the call center server after they install the TTrace tool on their desktop

C.

No, the customer must use the TTrace application from another server

D.

No, the customer must use the TTrace application on the server where it is running

Refer to the exhibit.

A call center administrator has devised a way to provide special treatment for high profile customers, by filtering these agent’s Automatic Number Identification (ANI) using a vector routing table, and interflowing these calls to be queued at a higher priority. Unfortunately, after the new VDN/vector steps were implemented, those customers are queuing to the incorrect group of agents.
What would be the reason for this?

A.

VDN Override on VDN 7202 is set to no

B.

VDN Override on VDN 7201 is set to yes

C.

The caller has blocked his calling party number, a match cannot be found, and call processing for this call will cease

D.

No agents are staffed in skill 1