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시험 이름: Specialist IP Telephony Implement and Support Elective Exam
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시험 이름: Avaya Voice Self-Service Design Elective Exam
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NO.1 .A customer wants to answer technical support questions 24x7 yet avoid paying for increased
staffing for night and weekends. Forty-five percent of agent calls are simple fixes that include
power-down and power-up support, explaining where to obtain the three-page troubleshooting
document, and the faxing of that document. Agents also sell post-warranty maintenance plans and
currently have only a 5% take rate due to high call volumes from new customers. One solution is
to off-load agent calls with an Avaya Voice Self-Service solution. Which two activities are
specifically targeted at reducing operational expenses and meeting business requirements?
(Choose two.)
A. Expensive customer service agents should not have to answer routine information requests.
B. Technical support calls should be delivered to customer service agents during the night and
weekend shifts.
C. Caller's intent should be effectively and consistently identified and then routed to a self-service
transaction or an agent.
D. Overflow calls should be routed to a voicemail system where they can describe their problem
and get a callback with the solution.
Answer: A,C
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NO.2 .An Avaya Voice Self-Service customer has a limited service contract for IT and
telecommunications. They only have staff available from 9 a.m. to 5 p.m.; otherwise they are
available using a pager. The contact center uses Avaya contact center and reporting solutions.
The contact center has staff onsite 24 hours a day. They actively monitor their agent pool and
have offered to monitor Voice Self-Service ports if they can have access to the data center to
monitor the system's health. There are significant security concerns with providing this type of
access to non-technical staff. Which alternative would allow the contact center personnel some
monitoring capabilities?
A. Place the self-service ports behind the Communication Manager; monitor the ports on the Call
Management System (CMS) using real-time reports.
B. Place the self-service ports in front of the Communication Manager; monitor the ports on the
Call Management System (CMS) using real-time reports.
C. Place the self-service ports behind the Communication Manager; turn on RedirectOn No-
Answer (RONA) to route calls to supervisory personnel when ports go out of service.
D. Place the self-service ports in front the Communication Manager; turn on Redirect On No-
Answer (RONA) to route calls to supervisory personnel when ports go out of service.
Answer: A
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NO.3 .Which three elements are required to run an Avaya Voice Portal solution with a speech
application? (Choose three.)
A. Speech Server
B. Domain Controller
C. Media Processing Platform (MPP)
D. Voice Portal Management System (VPMS)
E. Lightweight Directory Access Protocol (LDAP)
Answer: A,C,D
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NO.4 .A healthcare company operates a mail order prescription business. Its contact center primarily
takes orders from existing and new customers. Upper management has decided not to implement
an Avaya Voice Self-Service solution, but use a competitor instead. The IT staff believes that once
they implement the new system, it will not operate as advertised. The IT staff asks you what they
can do to ensure that their application development time is not wasted in the event that they
ultimately decide to migrate to Avaya Voice Portal in the future. What is the most cost-effective
advice you can give the IT staff?
A. Advisethem to create their application using the competitor's proprietary tool set.
B. Advise them to create an application that exposes the weaknesses of the competitor platform.
C. Advisethem to escalate the decision about the platform since it will be very difficult to convert
later on.
D. Advise them to create their application inVoiceXML so that there will be portability to Avaya
Voice Portal.
Answer: D
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NO.5 .A thriving mail order business has a busy contact center that takes orders from existing and new
customers. This business has chosen to implement an Avaya Voice Self-Service solution to
process routine orders to reduce the staffing costs. What are three benefits that this company can
expect to derive from implementing an Avaya Voice Self-Service solution? (Choose three.)
A. Agents can focus on complex customer issues.
B. Solution provides an effective 1-way voicemail solution.
C. Answers to common questions are available at any time.
D. Callers are connected directly to the agent of their choice.
E. Callers can be directed to routine information without agent assistance.
Answer: A,C,E
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NO.6 .Which two hardware components are required for Avaya Voice Portal using Voice over IP?
(Choose two.)
A. NMS boards
B. Dialogic boards
C. Intel/AMD server
D. Communication Manager
Answer: C,D
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NO.7 .Which two application servers are supported by Avaya Dialog Designer? (Choose two.)
A. Microsoft IIS
B. Apache Tomcat
C. IBMWebSphere
D. Oracle J2EE Web Server
Answer: B,C
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NO.8 .Which two methods can be used to get and put data between Avaya Interactive Response (IR)
and Avaya Interaction Center (IC)? (Choose two.)
A. LAN Gateway
B. DLG Connector
C. VOX Connector provided with IC
D. IC Connector provided with Avaya Dialog Designer
Answer: C,D
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