EMT Practice Test

1. Question Content...

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Question1: You have added the Silent Monitor button to the contact bar, however the supervisor is reporting that the icon has not appeared on the UI.
What can the agent do to resolve this problem?

Question2: In a historical report, where does Avaya recommend that you set the specific dates and times for the information to be displayed in your report?

Question3: Which two statements about Database integration in the IP Office Contact Center are true? (Choose two.)

Question4: An agent requires their UI to open and begin with a customized telephony file.
Which three actions must you take? (Choose three.)

Question5: You have completed the Avaya_IP_Office_Contact_Center_Configuration.xlsm workbook and are ready to launch the DataImport.exe file.
Which two passwords are required to execute the DataImport.exe successfully? (Choose two.)

Question6: With respect to IP Office Contact Center Release 9.1.6 and above, which three parameters are not contained in the import excel spreadsheet and must be configured in the User Interface after the import?
(Choose three.)

Question7: In TTrace, what must be activated to show the service-related messages of all processes in one screen?

Question8: When creating task flows, you can create a section of task flow which can be repeatedly used in other task flows.
What is the title for this type of section of task flow?

Question9: Which three preconditions must be met to import the configuration data in the IP Office Contact Center?
(Choose three.)

Question10: What is the default port for chat server registration?

Question11: You have created a new real-time screen for the agents, and assigned it to their profile. However, when they look at it, it does not display information for all groups.
What should you check?

Question12: The queue full element routes callers depending on the number of callers allowed to queue an agent group.
Where are the queue limits configured?

Question13: Before restoring any of IPOCC databases, what must you do?

Question14: You need to make a change to the task flow, and when you select the active task flow set, you are not asked to make a copy.
Why is this happening?

Question15: To display only the service related messages for each process in TTRace, what must be activated?

Question16: Which two factors determine which call will be routed via the "Last Agent" element? (Choose two.)

Question17: Which process is responsible for the TAPI connection between IP Office and IP Office Contact Center?

Question18: What is the first point of contact if a call comes into the IP Office Contact Center?

Question19: Prior to using the dataimport.exe file, which action should you perform?

Question20: If you implement a new IP Office Contact Center (IPOCC) on an existing, where must you install a license?

Question21: Which two Elements are known as Destination Elements? (Choose two.)

Question22: What is used to check that all IPOCC services are up and running properly?

Question23: In the IPOCC installation folder, there is a Task flow examples folder. In this folder there are examples for call routing which you can import, edit and use.
In which two places can they be used? (Chose two.)

Question24: View the Exhibit.

Refer to the exhibit. In the exhibit there are task tags starting with the letters UM.
With which type of media is UM used?

Question25: To instruct the agent to give information to certain callers, a customer wants to have the ability to display a script for their agent in the realtime screen.
Which realtime element is used to achieve this?

Question26: The Task Reporting Server writes defined, task specific data into a database known as the Task Reporting Database.
Which three features does the Task Reporting Server define as tasks? (Choose three.)

Question27: How can you see if your address book has imported successfully?

Question28: In the TTrace default configuration, after how many days will the log files be deleted?

Question29: You have imported the "choice_Transfer_to_Extension" IVR script, so the caller can dial the extension number of the person they are trying to contact.
Which parameter must be edited in the script for this to work?

Question30: Your data import has returned the message that the import has failed.
Before trying to import again, which three steps are necessary? (Choose three.)

Question31: What would you use to import IPOCC licenses?

Question32: View the Exhibit.

Refer to the exhibit. You are creating variables to be used by a call tag within your task flow, and you want the variables to apply to the whole system.
Which object would you select for your variable?

Question33: The "Voice mail" Source element allow voicemail messages to be retrieved from where?

Question34: You have entered your licenses successfully, and now you want to check you have the correct amount of supervisor licenses for the customer.
Which screen in WebLM will show you this information?

Question35: You have created your IVR script and activated it, however when you try to assign it to an IVR announcement element in your task flow it does not appear.
What is causing this problem?

Question36: Which application do you use to change the time of the re-occurring daily backup?

Question37: When a call is in the task flow, the system is constantly checking all elements of the task flow.
If there is a part of the task flow you do not want included in the task flow after the call has passed through it, which element could you use to control this?

Question38: Which two connections between IP Office and IP Office Contact Center are necessary? (Choose two.)

Question39: You are installing the IPOCC software on a customer provided Windows server and have verified the computer meets all the documented requirements.
During the installation of the IPOCC software from the DVD, which password do you need to create?

Question40: When you open a task flow set to make changes to the task flow, and you are asked to make a copy of the task flow set.
Which task flow set are you about to make changes to?

Question41: To help with the designing of complex IVR scripts, Avaya have created some IVR scripts for you to use, and placed them on the installation DVD.
How can you access them in your IVR Editor?

Question42: Historical reports can be scheduled to email to a user, but they can also be scheduled to do what?

Question43: View the Exhibit.

Refer to the exhibit. In the IP Office you have created the short code that is shown in the exhibit.
In the Avaya IP Office Contact Center, how many topics will you have available to you?

Question44: What are the three types of dialers available? (Choose three.)

Question45: Where can you create new chat scripts?

Question46: View the Exhibit.

Refer to the exhibit. The exhibit shows a simple task flow, where two different topics are being assigned to a single agent group. Topic 2 will connect, but Topic 1 will not connect, and its small connector box is dark greyed out.
Why will Topic 1 not connect?

Question47: In which database are the IPOCC configuration, reporting statistics, and taskflows stored?

Question48: What are two ways that supervisors may be given the ability to change the skill levels of the agents and topic? (Choose two.)

Question49: You have successfully deployed an IPOCC server in the customer's virtual environment and have configured the virtual machine to meet the OVA specifications in the Avaya IP Office Contact Center Reference Configuration document.
Which two tasks do you need to complete before importing the customer intonation into IPOCC? (Choose two.)

Question50: In which section can you enable the ability to change topic names?

Question51: The call center supervisor wants to run a Historical and Realtime Report on a selection of agents from different agent groups.
How can this be achieved?

Question52: What item is required to enable temporary Announcements in the task flow?

Question53: You have created a Task flow for a customer, and you can see the potential for it to be used again for your next installation.
How can you capture it for re-use?

Question54: A customer requires the ability to email historical reports to a selection of people within the company.
To create this ability, what do you need to enter in the Special Setting screen?

Question55: When setting up skill-based routing, you have to create task tags for each skill, and then assign them.
To which two objects can you assign a skill? (Choose two.)

Question56: View the Exhibit.

Refer to the exhibit. In this outbound task flow example using the mechanical dialer, what is the first contact the customer will hear?

Question57: If the word "help" is in the subject of the emails sent from customers, then those emails are to route to specific agents.
What can you do to make this happen?

Question58: View the Exhibit.

Refer to the exhibit. The exhibit shows a screen shot of a tag that has been created in the tag list.
What is the intended purpose of this tag?

Question59: When a software component stops working, which IPOCC component tries to get it going again?

Question60: Which tool do you use to troubleshoot an IVR script?

Question61: A customer has requested to display real-time information using two IPOCC Wallboards.
Which two items are required? (Choose two.)

Question62: Which component is responsible for the routing within a IVR script?

Question63: At which point are Telephone, Email, Chat, and Voicemail tasks first Queued?

Question64: The basic default task flow is created when you import the data import sheet successfully, but which Topics will it create the default task flow for?

Question65: For which purpose would you assign an Address book to a Profile?

Question66: Which Text-to-Speech engine is supported with IP Office Contact Center?

Question67: Which license is required to provide telephony call control within the IPOCC Agent UI?

Question68: When agents login to their UI, by default the landing page is the Home page. However, your customer wants the landing page to be the Telephony page.
How can this be achieved?