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QUESTION 45
What formula do you use to calculate the number of agents in a Call Center?
A. Erlang B
B. Erlang C
C. AHT * BHCA
D. VG ports + IVR ports
Correct Answer: B Section: (none) Explanation
Explanation/Reference:
QUESTION 46
What are three of the fields used in defining a CSQ in IPCC Express Enhanced? (Choose three.)
A. WrapUp Time
B. Service Level
C. Overflow CSQ
D. Agent Name
E. Automatic Work
F. CRS Application
Correct Answer: ABE Section: (none) Explanation
Explanation/Reference:
QUESTION 47
When using the Call Subflow step, can variables be shared between the parent (calling) flow and the subflow?
A. No
B. Yes
C. Yes, but they must be manually passed via input and output mapping.
D. Yes, but they must be manually created in both flows and have the same name.
Correct Answer: C Section: (none) Explanation
Explanation/Reference:
QUESTION 48
Where do you send the finished configuration and ordering spreadsheet when manual bid assurance is required?
A. [email protected]
B. [email protected]
C. [email protected]
D. [email protected]
Correct Answer: B Section: (none) Explanation
Explanation/Reference: QUESTION 49
Which of the following data is automatically migrated when upgrading from CRS 3.X to CRS 4.0? (Choose four.)
A. JTAPI Client Information Configuration
B. Call Recording Files
C. CRS Configuration Data
D. User scripts loaded in the C:\install\wfavvid folder
E. User scripts loaded in repository
F. TTS Server
Correct Answer: ABCE Section: (none) Explanation
Explanation/Reference:
QUESTION 50
By which ways does remote monitoring allow the monitored call to be selected? (Choose two.)
A. Agent Name
B. Agent Extension
C. application ID
D. Media Group ID
E. CSQ ID
Correct Answer: BE Section: (none) Explanation
Explanation/Reference:
QUESTION 51
Which two features are added when upgrading from IPCC Express Standard to Enhanced? (Choose two.)
A. Agent Routing
B. Historical Reporting
C. Conditional Routing
D. Prioritized Queueing
E. Agent Queueing
Correct Answer: AD Section: (none) Explanation
Explanation/Reference:
QUESTION 52
How can you configure the Prompt step to play different prompts following subsequent timeouts or retries?
A. Configure it as a Generated Prompt.
B. Configure it as a Random Container Prompt.
C. Configure it as an Escalating Container Prompt.
D. Configure it as a Concatenated Container Prompt.
Correct Answer: C Section: (none) Explanation
Explanation/Reference:
QUESTION 53
How does the CRS Server know that it has received an ASR-enabled contact?
A. The workflow has ASR steps in it.
B. The contact is on an ASR Dialogue Group channel.
C. The contact is on a JTAPI Call Control Group channel.
D. The contact is on a Cisco Media Dialogue Group channel.
Correct Answer: B Section: (none) Explanation
Explanation/Reference:
QUESTION 54
What two situations prevent the supervisor from silently monitoring the phone conversation of an agent in IPCC Express Enhanced? (Choose two.)
A. The agent is logged in and is on the phone.
B. The agent is logged in but is not on the phone.
C. The supervisor is a participant in a phone call.
D. The supervisor is not a participant in a phone call.
E. The supervisor has barged in.
Correct Answer: CE Section: (none) Explanation
Explanation/Reference:
QUESTION 55
In IPCCX, skills can be assigned to which of the following configuration objects?
A. resources
B. Skill Groups
C. competence levels
D. Resource Groups
Correct Answer: A Section: (none) Explanation
Explanation/Reference:
QUESTION 56
Which CRS Subsystem handles connections between the Application Server and the Enterprise Databases?
A. Media
B. JTAPI
C. Database
D. Application
Correct Answer: C Section: (none) Explanation
Explanation/Reference:
QUESTION 57
In the Expression Editor panel of CRS Script Editor, why would you use the Java tab? (Choose three.)
A. to execute a specified method of a Java class
B. to reference a variable or invoke a method of a custom Java Object
C. to pass variables between two different workflows
D. to create an object for the purpose of executing methods on a remote computer
E. to get a reference to the Contact and Session states
F. to allow for arguments to be passed to a specified method
Correct Answer: ABF Section: (none) Explanation
Explanation/Reference:
QUESTION 58
An organization wants to collect an account number from a customer via IVR prompting. Then, using a keystroke macro, they want to pop the account number into the account number field in the agent’s CRM desktop application. The keystroke macro will also initiate the CRM desktop application, executing a database lookup from the CRM Database server to retrieve the customer record. Assuming the organization wants the lowest cost solution, what product does this organization need for this capability?
A. IPCC Express Standard
B. IPCC Express Enhanced
C. IPCC Express Premium
D. IPCC Enterprise
E. IP IVR
Correct Answer: B Section: (none) Explanation
Explanation/Reference:
QUESTION 59
If the Call Redirect step sends a caller to a device that does not exist in the CallManager, which branch of the step is executed?
A. Busy
B. Invalid
C. Successful
D. Unsuccessful
Correct Answer: B Section: (none) Explanation
Explanation/Reference:
QUESTION 60
What two types of call treatment are supported by IPCC Express 4.0? (Choose two.)
A. Standard IVR port
B. Enhanced IVR port
C. Premium IVR port
D. prompt-and-collect port (basic)
E. IVR port (advanced)
Correct Answer: DE Section: (none) Explanation
Explanation/Reference:
QUESTION 61
How do you debug an application with an Accept step?
A. Select Start from the Debug pulldown, then call the trigger.
B. Select Step Over from the Debug pulldown, then call the trigger.
C. Call the trigger, and when the workflow answers, select Start from the Debug pulldown.
D. Select Reactive Application, then call the trigger and press F10 to step through the workflow.
Correct Answer: D Section: (none) Explanation
Explanation/Reference:
QUESTION 62
What happens when the CRS Engine fails in a High-Availability CRS deployment?
A. All activities fail over without any loss of data or dropping any calls.
B. All current agent calls are dropped.
C. All callers on active CTI ports are dropped.
D. The standby CRS Engine starts, processing new calls immediately.
Correct Answer: C Section: (none) Explanation
Explanation/Reference:
QUESTION 63
What level of control does a subflow have on the overall contact?
A. The subflow cannot call additional or “nested” subflows.
B. The subflow cannot transfer the contact to another resource.
C. The subflow has full contact control and can perform any action that the parent flow can perform.
Correct Answer: C Section: (none) Explanation
Explanation/Reference:
QUESTION 64
How do you obtain CRS license files?
A. They are in the license folder on the CRS CD.
B. They are in the license folder on the CallManager CD.
C. They are sent by e-mail from Cisco.
D. They are in the license folder on the Cisco IPT OS CD.
Correct Answer: C Section: (none) Explanation
Explanation/Reference:
QUESTION 65
Which of the following CRS upgrades are allowed? (Choose three).
A. CRS 2.2 to CRS 3.5
B. CRS 3.1 to CRS 4.0
C. CRS 2.2 to CRS 4.0
D. CRS 3.5 to CRS 4.0
E. CRS 4.0 to CRS 3.0
F. CRS 2.1 to CRS 4.0
Correct Answer: ABD Section: (none) Explanation
Explanation/Reference:
QUESTION 66
In CRS Administration, when you add a JTAPI Call Control Group, what is created on the Cisco CallManager?
A. CallManager Call Control Group
B. CRS CTI Route Point
C. CRS JTAPI User
D. CTI ports
E. CRS Call Control Group
F. CTI Route Points and directory numbers
Correct Answer: D Section: (none) Explanation
Explanation/Reference:
QUESTION 67
How many CallManager clusters can an IPCC Express cluster with High Availability communicate with?
A. 1
B. 2
C. Depends upon the number of agents
D. Depends upon the locations of the CallManager clusters
E. Depends upon how many nodes are in the CallManager clusters
Correct Answer: A Section: (none) Explanation
Explanation/Reference:
QUESTION 68
An IPCC Express deployment requires support for 20 concurrently logged-in agents. The agents are split across two remote sites, and the High Availability CRS Engine, Database Server, VoIP Monitoring, and Recording server processes run at a central data center. The agents will be using CAD with 7960 phones and end-point monitoring. Very little recording and silent monitoring will be performed, and no historical reporting will be done during call center open hours. Assume the minimum number of servers is desired. How many IPCC Express hardware servers would be required for this IPCC Express deployment?
A. 1
B. 2
C. 3
D. 4
E. 5
Correct Answer: B Section: (none) Explanation
Explanation/Reference:
QUESTION 69
Which three of the following are licensed Cisco CRS 4.0 software products? (Choose three.)
A. IPCC Express (Standard, Enhanced, or Premium)
B. IP IVR
C. Auto Attendant
D. IPCC Express Cisco Agent Desktop
E. IP Queue Manager
F. IP IVR Peripheral Gateway (PG)
Correct Answer: ABE Section: (none) Explanation
Explanation/Reference:
QUESTION 70
Which of the following three server types are supported and can be used to install CRS 4.0? (Choose three.)
A. Cisco MCS 78xx
B. Dell PowerEdge Servers
C. HP DL Cisco Certified Servers
D. Acer Altos Servers
E. IBM xSeries Cisco Certified Servers
Correct Answer: ACE Section: (none) Explanation
Explanation/Reference:
QUESTION 71
In the Cisco CRS Editor, which ‘window” provides a workspace for application step assembly?
A. Palette window
B. Design window
C. Variable window
D. Message window
Correct Answer: B Section: (none) Explanation
Explanation/Reference:
The CRS Application Editor window is divided in four sections:
1.
Palette Area: The area where steps reside and are selected and drug over to the Design Area to place in the flow of the script logic.
2.
Design Area: Where step icons are assembled into a logic flow.
3.
Variable Window: Where variables are defined and modified
4.
Message Window: Where debug and error messages appear
QUESTION 72
Which statement is true about the default script field when adding an application?
A. When a caller does not enter a choice in a Menu step, it will execute the default script.
B. Any problems running the configured script will cause the default script to be executed.
C. When the caller enters a digit in the Menu steps that is not defined, the default script will be executed.
D. When the caller enters a digit that is not checked in the filter of the Get Digit String step, the default script will be executed.
Correct Answer: B Section: (none) Explanation
Explanation/Reference:
Default Script: Script that will be executed in case there is problem running the configured script for the application.
QUESTION 73
For what is the Flush Input Buffer variable prompt of the Input tab of the Menu step used?
A. to release memory held by the prompt variable
B. to clear the value of the menu choice before the prompt is played
C. to prevent the previous value from being used again on the menu choice
D. to prevent the caller from entering a menu choice before the prompt has played
Correct Answer: B Section: (none) Explanation Explanation/Reference:
Flush Input Buffer Boolean – if the expression evaluates to true, the input buffer is cleared before playing the prompt. The default is true. However, if you want to save all DTMF keys entered before this step executes, set this value to false.
QUESTION 74
Which step must be executed before an email can be sent?
A. Send Email
B. Attach Email
C. Create Email
D. Delete Email
Correct Answer: C Section: (none) Explanation
Explanation/Reference:
There are three steps to create and send an email message:
1.
Use the Create eMail step to begin an email message. In Create eMail, you generate the subject and body of the email.
2.
After creating the email, you can optionally attach files to it (using the Attach To eMail step)
3.
Then send the message (using the Send eMail step)
QUESTION 75
Which three are steps in adding a CRS application? Select three.
A. create a trigger
B. create an application
C. restart the CRS engine
D. upload script to repository
E. configure Default Session Timeout
Correct Answer: ABD Section: (none) Explanation
Explanation/Reference:
The given answer tells how to create a script, instead of an application. “We configure the Script Application in two parts… Create Cisco Script Application…” specifying the script name (so you need to creat such script beforehand). Afterwards you need to “add JTAPI Trigger for This Application”. So, the correct answers are A, B and D. (page 3-62 of “IPCC Express and IP IVR Deployment”, Volume 1, Version 3.5, Student Guide. Copyright 2004).
QUESTION 76
What are two ways a call can be documented as abandoned? Select two.
A. The agent hangs up on the caller.
B. The caller hangs up before reaching an agent.
C. The error in workflow causes the caller to be dropped.
D. The caller hangs up after reaching a session-handled step.
E. The caller hangs up before reaching a session-handled step.
Correct Answer: BE Section: (none) Explanation Explanation/Reference:
Abandoned Call Detail Activity – Contains information about calls that are abandoned.
For
ICD calls, a call is abandoned if it is not answered by an agent or if the caller hangs up or is disconnected.
For IVR calls, a call is abandoned if it does not get past the workflow step that sets the handle flag. If a call
has more than one leg that is abandoned, each abandoned
leg is displayed in this report.
QUESTION 77
How do you make a CTI route point available as a JTAPI trigger in the CRS server?
A. You forward it to a CTI port
B. It must be associated to the JTAPI User ID in the Call Manager
C. The port must be associated the RMJTAPI User ID in the Call Manager
D. The port must be associated to both the RMJTAPI and JTAPI provider’s User ID in the Call Manager
Correct Answer: B Section: (none) Explanation
Explanation/Reference:
Check the boxes to associate jtapi with the new CTI Devices.
QUESTION 78
Where do the license key files get loaded for the ASR function?
A. on the CRS Server
B. only on the ASR Server
C. on the CallManager Server
D. on the CRS Server and the ASR Server
Correct Answer: A Section: (none) Explanation
Explanation/Reference:
C:\CRALicense
QUESTION 79
Which two are functions of the CRS engine? Select two.
A. It parses email.
B. It writes XML data to a web page
C. It hosts a workflow script debugging session
D. It performs reads and writes with a ODBC complaint databases.
Correct Answer: CD Section: (none) Explanation
Explanation/Reference:
C: The scripts are executed on the CRS engine, it rules the debugging of such scripts. (page 2-17 of “IPCC
Express and IP IVR Deployment”, Volume 1, Version 3.5, Student Guide. Copyright 2004).
Not A: The CRS engine can send e-mails creating the subject and body, but can not parse them.
Note:
The following are the supported subsystems in the CRS engine. *JTAPI: Manages the
connection between Cisco CallManager’s CTI Manager and the
CRS Engine.
*ICD: Allows Cisco Cisco IPCC Express to monitor agent phones, control agent states, and
route and queue calls.
*Database: Handles the connections between the CRS server and the enterprise databases. *HTTP: Adds components to the CRS Engine that allow it to respond to HTTP requests. *EMail: Adds components to the CRS Engine that allow it to send e-mail *ICM: Manages the connection between the application server and Cisco Intelligent Contact Manager (Cisco ICM). The ICM subsystem is only used if Cisco IP IVR is deployed with Cisco IP Contact Center (which includes Cisco ICM). *Nuance Automatic Speech Recognition: This subsystem allows a script to respond to voice responses, as well as DTMF input from contacts received. *Nuance Text-To-Speech: This subsystem allows a script to compose dynamic voice responses to real-time events. *Cisco Media: Configures the Cisco Media Termination (CMT) dialog control groups. The CMT groups are used to handle simple DTMF based dialog interactions with customers.
QUESTION 80
The JTAPI provider id the IP address of the ____________
A. publisher
B. CRS Server
C. CallManager
D. CTI Manager
Correct Answer: C Section: (none) Explanation
Explanation/Reference:
The JTAPI Provider is the CallManager that provides telephony services for these applications.
A JTAPI link is established between the CallManager software and the CRS software to communicate call
control and call status information. This step is required to allow the CRS to log into the CallManager using
the JTAPI user information we previously configured on the CallManager. This is why the CallManager is
configured first.
Access this page from the main menu, Subsystems -> JTAPI.
*
JTAPI Provider: IP address or hostname of the Call Manager machine. If you have multiple Call Managers, separate each one with a space.
*
User ID: ID of the user defined in Call Manager to whom the Route Points and CTI Ports in the system are associated. In our case, the user is “jtapi”.
*
Password: User password, in our case “jtapi”
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