Exam Title

: Nortel 920-173 : Nortel Contact Center Rls. 7.0 Technical Support

Version : R6.1

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 1. A Contact Center Manager Administration (CCMA) user is also a supervisor. You want to ensure that the supervisor automatically sees only his/her agents in the following: Historical reports Real-time displays Contact Center Manager Server How can this be done most effectively? A. Configure a standard partition. B. Configure a user-defined partition. C. The supervisor will automatically see all of the agents. D. Link the CCMA user to the supervisor in the reporting agents partition. Answer: D

2. In a deployed Contact Center Rls. 7.0 network with several sites, which condition will occur if the Network Control Center (NCC) server experiences a hardware failure that drops the server from the network? A. all call routing and call processing in the network will stop B. calls are routed between sites but no network call-by-call data will be transferred to the NCC C. calls will not be routed between sites in the network D. the Contact Center Manager Servers at each site in the network will also fail Answer: B

3. In Contact Center Manager Administration (CCMA) Rls. 7.0, which element can be configured on the Configuration component? A. Global Settings B. Users C. Agents D. Partitions Answer: A

4. In Contact Center Manager Server (CCMS) Rls. 7.0, which set of options specifies how statistics are treated in reports and real-time displays?
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 A. Activity codes B. Call Presentation Class C. Skillset Assignment D. Threshold Class Answer: D

5. While the Call Presentation option "After Call Break for N seconds" (break time) is in effect, which event can cancel the break time? A. An agent is reserved for an NACD call by the switch. B. An agent can put directory number calls on hold for incoming ACD calls. C. A break time between calls has been allowed and the agent returns from walk away. D. A break time between calls has been allowed and the agent releases an individual DN call. E. A break time between calls has been allowed and the caller abandons the call when on an agent set. Answer: A

6. If a call reaches the end of script execution and has not been routed to a skillset, to where does the system route the call? A. Default_NACD B. Default_Route C. Default_Agent D. Default_Skillset Answer: D

7. A customer has a Contact Center Rls. 7.0 and wants to assign skillsets to agents. What is the maximum number of skillsets that can be assigned to an agent? A. 50 B. 100 C. 150 D. 1500 Answer: C
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8. Contact Center Manager Server (CCMS) resources are being added using the CCMS Configuration spreadsheet. What are three tasks that can be configured using this tool? (Choose three.) A. assignments B. skillsets C. script variables D. threshold classes E. presentation classes Answer: BDE

9. You are configuring a new contact center. You are using the Contact Manager Administration Configuration Tool spreadsheets when uploading configuration data. What two changes can be made using spreadsheet uploads? (Choose two.) A. Add a new DNIS. B. Modify agent configuration. C. Delete a voice port or phoneset. D. Add a new phoneset or voice port. Answer: AD

10. Due to an organizational realignment, a supervisor has gained 22 new employees. How can they be added to Contact Center Manager Server quicker than adding them individually? A. by importing a Wordpad file B. using the pre-formatted Microsoft Excel spreadsheet C. by importing an HTML file downloaded from the Nortel website D. by importing a tabulated Word file Answer: B

11. Contact Center Manager Server (CCMS) Rls. 7.0 uses Contact Center Manager Administration (CCMA) to manage the system. Assignments View is a feature within CCMA.
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 What are three tasks you can perform with assignments? (Choose three.) A. Add new assignments. B. Work with existing assignments. C. Add or delete supervisors. D. View all scheduled assignments. E. Add or delete agents. Answer: ABD

12. A customer has a Contact Center Manager Server (CCMS) Rls. 7.0. In the Supervisor User Details Window, what information is mandatory for adding a non-agent supervisor using the Contact Center Manager tree? A. first name, last name, and Login ID B. title, department, personal (phantom)  DN C. Contact Center Manager Administration user ID and password D. title, last name, Phoneset ID (SPID) Answer: A

13. You have a Contact Center Manager Server (CCMS) Rls. 7.0 and you need to configure agents. How can this be accomplished? A. Use the Server Utility to make the changes. B. Use the Configuration component. C. Use the Contact Center Management component. D. Use the Access and Partition Management component. Answer: C

14. A customer wants to assign five agents to a new skillset using Contact Center Manager Administration (CCMA) Rls.7.0. What is the recommended way to assign those agents to a new skillset? A. Assign the new skillset to those agents' partition. B. Select all five agents from the Agent Details window, then use the drag and drop feature.
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 C. Use the Skillset window from the Skillset view to assign one or more agents, one skillset at a time. D. Use the Skillset section in the Agent Details window to assign all agents at the same time to the new skillset. Answer: C

15. A customer has Contact Center Manager Server (CCMS) Rls. 7.0 and is using Contact Center Manager Administration Rls. 7.0. The system administrator has assigned basic access to the Contact Center Management (CCM) component to a user. For the user to see CCM entries, at a minimum 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 excludes agent and supervisor access. D. Assign the user an access class that includes agent and supervisor access on CCMS. Answer: D

16. A customer has a Contact Center Manager Server (CCMS) Rls. 7.0 and wants an existing users profile "User Name" changed, not the first or last name. Which two steps would accomplish this? (Choose two.) A. Delete the user. B. Use the edit mode. C. Create the new user and user name. D. Use the name change feature. Answer: AC

17. A customer is interested in the Access and Partition Management component of Contact Center Manager Server (CCMS) Rls. 7.0. For this, the customer needs the capabilities of standard partitions. Which two statements about partitions are true? (Choose two.) A. Standard partitions are static and must be manually updated. B. A Standard partition is one that contains all data of a particular type on a particular server. C. Standard partitions can not be used in conjunction with user-defined partitions.
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 D. Standard partitions are dynamic. Answer: BD

18. You are using Contact Center Manager Administration (CCMA) to facilitate the configuration of various functions and privileges. You need the system to allow users to view reporting and associated agents in real-time displays and change the properties of real-time display definitions. What needs to be configured to support this? A. Access class element of View - Edit B. Access class element of Create Private and supervisor/reporting agents feature enabled for user C. Access class element of Create Private and View own agents D. Member of Standard Agent/Supervisor partition Answer: B

19. A customer has a Contact Center Manager Server (CCMS) Rls. 7.0 and a Contact Center Manager Administration (CCMA) Rls. 7.0. The administrator wants a user to access Service Creation Environment (SCE) through the CCMA 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 an access class with at least read only access for script variables. C. Assign the user an access class with at least read only access for scripts. D. Assign the user a partition that includes all scripting elements. Answer: C

20. Where would the administrator define the specific script variables for a user? A. user-defined partition B. report groups C. access classes D. standard partitions Answer: A

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 21. A customer has Contact Center Manager Server (CCMS) Rls. 7.0 and Contact Center Manager Administration (CCMS) Rls. 7.0. A supervisor created a custom report template and stored it in the Historical Reporting window within the Report Group. Who has access to this custom report group? A. all supervisors B. only users whose partition includes that custom report group C. all users with access to the Historical Reporting window D. all users reporting to that supervisor Answer: B

22. In a Contact Center Manager Server (CCMS) Rls. 7.0, what is the real-time formula that provides the number of calls answered within the goal time set for incoming calls? A. %Calls_Abandoned/%Service_Level B. %Calls_Answered-%Calls_Answd_Aft_Theshold C. %Calls_Abandoned/%Abandoned_Aft_Threshold D. %Calls_Answered-%Abandoned_Aft_Threshold Answer: B

23. A customer has a Contact Center Rls. 7.0 and wants to create a collection graphical display. What is the maximum number of billboards that can be contained in one collection? A. 6 B. 10 C. 20 D. 25 Answer: D

24. A customer has upgraded to Contact Center Manager Server (CCMS) Rls. 7.0. What Real-Time Reporting (RTR) display(s) has cross link(s) to the Contact Center Management component of Contact Center Manager Administration (CCMA)? A. Agent Display
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 B. Skillset Display and Agent Display C. Skillset Display and Application Display D. Skillset Display Answer: B

25. A Contact Center Manager Server (CCMS) Rls. 7.0 customer wants to configure real-time display on Contact Center Manager Administration (CCMA) Rls. 7.0. What is the default refresh rate for agent real-time reporting display? A. 0.5 seconds B. 2 seconds C. 5 seconds D. 6 seconds Answer: B

26. An administrator, under partition details, gives you Historical Reporting on the launchpad and all data on any server access. Which type of report templates can you see and access? A. sub group B. report groups only C. all public and private D. all public and your private only Answer: D

27. Where do you configure the values for general system parameters, such as the number of agent positions, skillsets, or activity codes? A. Historical Statistics

B. Real-Time Statistics C. Historical Reporting D. Global Statistics Answer: A

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