QUESTION: 21

In a multi-site Best Services Routing (BSR) configuration remote locations during an agent surplus condition?

On the System-parameter customer option form
On the hunt group form
On the BSR Application form
On the Signaling group for BSR application

Answer(s): B

A call center has four agents:
Agent 1 has experience with Sales and French.
Agent 2 has experience with Sales and English.
Agent 3 has experience with Support and English.

Agent 4 has experience with Sales and is bilingual in English and French The first call comes in requiring sales assistance in English and a second call comes looking for Sales in French.
Which agent is still available for calls when the call center is using Best Service Routing and the next call requires French?

Agent 1
Agent 2
Agent 3
Agent 4

Answer(s): D

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QUESTION: 23

What are the three key differences between Enhanced look Ahead Interflow(FLAI) and traditional LAI? (Choose three.)

The ELAI uses the interflow-qpos vector command.
The Call Center calls must be queued to first in LLAI.
The ELAI uses route-to number ~r 13035485103.
The ELAI Is near first-in-first-out routing.
The value of the Interflow-qpos can be set as <=12.

Answer(s): C,D,E

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QUESTION: 24

A call enters the system on VDN 3005. The Allow VLAN Override Is set to no on VDN 3005. The culler chooses the option for Spanish which routes the call to VDN 3010, which has Allow VDN Override set to yes. There are no Spanish agents available, so the call is routed VON 3030.
When the caller reaches VDN 3030, what is the active VDN?

3005
3030
3010
3020

Answer(s): A

Reference:

https://www.tek-tips.com/viewthread.cfm?qid=1585546

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