132-S-708.1
Avaya 132-S-708.1 exam
Title : Avaya Voice Self-Service Design Elective Exam
Questions and Answers : 193 Q&As
Update Time : 2009-10-16
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1. 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 Redirect On 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
2. Which integration alternative provides optimal routing to an agent based on information gathered at any given point within a Voice Self-Service application?
A. Avaya Interaction Center
B. Avaya Proactive Contact
C. Avaya Operational Analyst
D. Avaya Interactive Intelligence
Answer: A
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: ACD
4. 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: CD
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: ACE