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920-326 - Symposium Contact Center Portfolio - Dump Information

Vendor : Nortel
Exam Code : 920-326
Exam Name : Symposium Contact Center Portfolio
Questions and Answers : 73 Q & A
Updated On : September 22, 2017
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920-326 Questions and Answers

920-326

D. Via the Symposium Server version of Meridian Link using ELAN.


Answer: D


QUESTION: 65

A customer wants their supervisors to access standard/custom reports. What configuration(s) and groups would you recommend?


  1. Contact Center Management and Access to define the report groups to a supervisor

  2. Access and Partition Management to define the report groups for a supervisor

  3. Contact Center Management to determine what groups are assigned to a supervisor

  4. Partition Management and Contact Center Management to define the group assignments for

a supervisor


Answer: B


QUESTION: 66

What additional tools are available to help the agent respond to current Contact Center

conditions within a part of a Symposium Call Center Server (SCCS) 5.0 environment?


  1. Agent-display via visible and audible alerts from Symposium Web Center Portal (SWCP).

  2. Agent Desktop Displays with visual and audible alerts that are accessed via Symposium Web Client.

  3. Agent-accessed real-time displays to help agents determine the times to become active in additional skill sets accessed via Symposium Web Client.

  4. Agent skill set-assignment access to determine when others in the group should login to take calls during high call volumes accessed via Symposium Web Client.


Answer: B


QUESTION: 67

What software is required on the supervisor PC to access the information from Symposium Web

Client 4.5?


  1. Internet Explorer v.5.01

  2. Internet Explorer v.6.0 SP 1

  3. Netscape Communicator v.4.07

  4. Netscape Communicator v.4.07 SP 1 or greater


Answer: B


QUESTION: 68

A customer has multiple Symposium Call Center Server (SCCS) 5.0 locations that were

originally managed autonomously. Economic changes have since modified the business environment. Supervisors are now required to manage agents of like skills in their 10 locations. What tool(s) will provide a view of the locations to easily permit supervisors to manage their contact center environment from a single location?


  1. SYMON 2000 products on the reader board

  2. Symposium Web Client with customized public displays

  3. A combination of Symposium classic client and SYMON 2000 reader boards

  4. Symposium classic client with real time displays for each of the 10 locations open


Answer: B


QUESTION: 69

A customer is expecting to reuse a decommissioned server to run Symposium Call Center Web Client (SWC). For optimal performance, the average CPU utilization on both the application server and the client should not exceed 70% over at least a 15-minute time period. What recommendation would you make to reduce the CPU load on the SWC 4.5 server?


  1. Disable anti-virus scanning.

  2. Schedule large reports to be printed into file.

  3. Perform backup/restore procedures on the network.

  4. Configure Real Time Display (RTD) to display less data.


Answer: D


QUESTION: 70

In the Symposium Web Client 4.5, what form of data transmission must be used for proper

functioning of Agent Desktop Display?

  1. IP multicast

  2. Standard unicast

  3. Point-to-point unicast

  4. Standard unicast or multicast


Answer: A


QUESTION: 71

An enterprise wants to provide tools-access to agents to help them manage their time and access

to call queues. What automatic feeds from Symposium Call Center Server (SCCS) 5.0 and/or Symposium Web Client 4.5 are used to provide agent current information on call center call volumes?


  1. Real Time Display

  2. Call Volume Display

  3. Agent Desktop Display

  4. Supervisor Desktop Display


Answer: C


QUESTION: 72

A customer has separate discrete business units and wants to keep supervisors from seeing each

other's contact center real time and historical information. Business unit owners do NOT want supervisors managing each other's agents. From an administrative perspective on Symposium Web Client (SWC) 4.5, how would you respond to the customer's requirement?


  1. Assign the agent to the supervisor's partition.

  2. Notify the agent of their login and the supervisor that will monitor them.

  3. Assign full access privileges to the supervisor for the supervisor's partition.

  4. Separate the agents into their own agent's partition to ease monitoring by the supervisor.


Answer: A


QUESTION: 73

What is the minimum refresh rate of agent information, in seconds, that can be configured at the Symposium Call Center Server (SCCS) 5.0 for Symposium Web Client 4.5 users, knowing that it can be adjusted to achieve optimal balance between latency and CPU consumption?


A.

0.5

B.

1.5

C.

2

D.

5


Answer: A


Nortel 920-326 Exam (Symposium Contact Center Portfolio) Detailed Information

Nortel Certifications
Nortel Certifications
Nortel delivers an industry-leading global certification programme that sets the standards for designing, installing, and supporting Nortel products and solutions.
Nortel’s Professional Certification Programme provides fast, flexible paths to achieving Nortel Certification, including ‘in class’ segment exams or the ability to complete a certification exam at a Prometric Testing Centre.
Nortel use skills-based exams to test your skills and knowledge, validating your competency on our highly technical products and solutions that encompass Security, Mobility and Mulitmedia Communications.
Nortel Certified Support Specialist (NCSS)
Nortel Certified Support Expert (NCSE)
Nortel Certified Design Specialist (NCDS)
Nortel Certified Design Expert (NCDE)
The Nortel Institute is committed to educating, training, and professional development in the broad and booming field of information technology and telecommunications by developing innovative programs, backed by first-class facilities. The Nortel Institute�s education and training program is designed to respond to current challenges and to anticipate and address future challenges. In additioan, the Institute�s missions in research and development and in strategic analysis enable it to anticipate technological trends and plan training and education programs to prepare people for jobs in new areas.
The Institute designed and obtained approval for the Master of Engineering in Telecommunications program and which began in September 1998. The program graduates 30-35 highly trained experts each year for employment in industry. The Institute offers financial aid to undergraduate and graduate students through the Nortel Institute Scholarship program.
The Institute has also developed training and retraining programs, such as the Executive Development Program, as well as specialized seminars, workshops and forums.
Challenges
The critical shortage of highly qualified personnel in information technology and telecommunications, including researchers, engineers and technological entrepreneurs;
The rapid rate of change in technology requiring continual retraining and updating of industry personnel, including managers, engineers and executives, as well as decision-makers and policy-makers in a wide range of sectors;
Accelerating technological evolution and convergence that create uncertainty in identifying the skills and education future workers will need for the new jobs, services and industries.
Responses
Develop innovative programs, backed by first-class facilities, to fast-track the preparation of new generations for leadership and innovation and to offer retraining and updating for industry and government personnel;
Strengthen ties between industry and advanced education to give students hands-on experience and to enhance research and education opportunities for industry staff;
Identify technology trends in order to direct education and training resources effectively for future job creation, giving Canada�s economy a technological competitive advantage.
Approaches
Offer the innovative Master of Engineering in Telecommunications program;
Develop, in consultation with industry, innovative updating and retraining programs, specialized seminars and workshops;
Support initiatives to increase the number of highly qualified graduates in electrical and computer engineering;
Integrate results of strategic analysis of technology trends into education and training program development.
Communication Solutions
Industry Solutions
Nortel Education Communication Solutions
With Internet and multimedia technology playing an increasingly important role in education at every level, laying the right communications foundation is essential for educational establishments of all types.
At 1st Communications, we understand the communications and networking needs of your educational institution. Without voice and data communications technology, it would be impossible to operate in this day and age. You would not be able to construct collaborative projects, run intranets etc.
1st Communication's Nortel Solutions address the key issues for educational institutions, namely connectivity, mobility, security and advanced voice services. With our Nortel Solutions, you will be able to explore mobile and remote learning, introduce multimedia communications, take advantage of communication convergence and much, much more.
1st Communications uses the following Nortel Business Solutions and Nortel Technical Solutions to provide a complete service to the Education Sector:
Nortel Business Solutions
Increase your Productivity
Increase your Revenues
Streamline your Costs
Improve your Mobility
Increase Customer Loyalty, Care & Retention
Ease of Growth
Simplify your Administration
Protect your Investment
Get Greater Security
Nortel Technical Solutions
Converged Communications
Mobile Users
Contact Centres
Unified Communications
Computer Telephony Interaction
Interactive Voice Response
Teleworking
Wireless
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