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Code d'Examen: 132-S-708.1
Nom d'Examen: Avaya (Specialist: Avaya Voice Self-Service Design Elective Exam)
Questions et réponses: 77 Q&As

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NO.1 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

certification Avaya   132-S-708.1 examen   132-S-708.1   132-S-708.1   132-S-708.1

NO.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

Avaya   132-S-708.1   132-S-708.1 examen   certification 132-S-708.1   132-S-708.1

NO.3 A customer currently has one contact center in Denver using Avaya Interactive Response (IR). They
use TDM, Speech Recognition (ASR), and Text-to-Speech (TTS). In addition to these features, their
applications are all written in TAS. They are very satisfied with the state of their current applications. They
are opening a new facility in another location and want to have the same Voice Self-Service applications
in this new location. They need the new location operational in four weeks. Cost is an issue. Since cost
and expediency are primary concerns, what would you suggest to add Voice Self-Service capacity to the
new location?
A.Add Avaya Voice Portal systems/ports in the new location.
B.Add Avaya Dialog Designer systems/ports in the new location.
C.Add Avaya Interactive Response systems/ports in the new location.
D.Add Avaya Interactive Response systems/ports to the primary location.
Answer:C

Avaya examen   132-S-708.1 examen   132-S-708.1   132-S-708.1

NO.4 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

Avaya   132-S-708.1 examen   132-S-708.1   132-S-708.1

NO.5 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

certification Avaya   132-S-708.1   132-S-708.1   132-S-708.1   132-S-708.1   132-S-708.1

NO.6 Which two hardware components are required for Avaya Interactive Response (IR) using Voice over IP?
(Choose two.)
A.NMS boards
B.Dialogic boards
C.Sun Sparc-based server
D.Communication Manager
Answer:C D

Avaya   132-S-708.1   certification 132-S-708.1   132-S-708.1

NO.7 A thriving mail order business has a busy contact center that takes orders from existing and new
customers. To reduce staffing costs, this company has chosen to implement an Avaya Voice Self-Service
solution to process routine orders. They would like to implement a solution for placing calls to customers
when the status of their order changes (processed, shipped, cancelled). They want the calls to provide
the same information as if the customer had come in and requested it from the Avaya Voice Self-Service
solution. Which speech elements would be required to implement this solution?
A.Voice over IP (VoIP)
B.Text-to-Speech (TTS)
C.Speech Application Builder (SAB)
D.Open Speech Dialog Modules (OSDM)
Answer:B

Avaya   certification 132-S-708.1   132-S-708.1 examen   132-S-708.1   132-S-708.1 examen

NO.8 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

certification Avaya   132-S-708.1   certification 132-S-708.1   132-S-708.1 examen   132-S-708.1   132-S-708.1

NO.9 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

Avaya   132-S-708.1 examen   132-S-708.1   132-S-708.1   132-S-708.1

NO.10 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

Avaya   132-S-708.1   132-S-708.1   132-S-708.1   132-S-708.1 examen

NO.11 A garden supply retailer begins taking orders for spring bulbs in early winter. Last year, their customers
started calling for order shipment status as early as late winter. The contact center is open Monday
through Friday. This is a seasonal increase in call volume only. Which three benefits would an Avaya
Voice Self-Service solution provide? (Choose three.)
A.Equalize trunking requirements throughout the entire year.
B.Permit callers to connect to an agent during non-business hours.
C.Permit callers to check on the scheduled date of the shipment 24x7.
D.Eliminate the repetitive or routine task of providing the shipping date to the caller.
E.Reduces the time the caller waits for an agent by automatically providing the date of the scheduled
shipment
Answer:C D E

Avaya examen   132-S-708.1   132-S-708.1 examen   132-S-708.1

NO.12 A customer currently has one contact center in Los Angeles using CONVERSANT? They use TDM
and DTMF. They are dissatisfied with the state of their current applications. They want to use speech
applications to simplify classification and routing of customer calls. They also expect a much higher
resolution of calls within their Voice Self-Service environment. The customer has rigid IT standards. The
only approved server hardware is Intel-based. Servers must only be purchased through the IT department.
Which two Voice Self-Service components would closely align with the customer's requirements?
(Choose two.)
A.IVR Designer
B.Avaya Voice Portal
C.Avaya Dialog Designer
D.Avaya Interactive Response
Answer:B C

Avaya   132-S-708.1   132-S-708.1 examen   132-S-708.1

NO.13 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. They would like to implement a more sophisticated solution for
routing calls to agents, and make it seamless. They want callers to be identified, serviced, and if needed,
routed to an agent with minimal input from the caller. Which product integrates with Avaya Voice
Self-Service solutions to meet this need?
A.IBM WebSphere
B.Avaya Proactive Contact
C.Avaya Interaction Center
D.Call Management System
Answer:C

Avaya   132-S-708.1   132-S-708.1

NO.14 Which two represent native capabilities of Avaya Dialog Designer? (Choose two.)
A.Speaker Verification
B.Application Simulation
C.TAS Application Development
D.VoiceXML Application Development
Answer:B D

Avaya examen   certification 132-S-708.1   132-S-708.1   132-S-708.1

NO.15 A company has decided to enter the ISV business and create custom Voice Self-Service applications for
Avaya platforms. They want to learn a single tool set and would like to be in this business for the
foreseeable future. Which skill set should they develop to be compatible with current and future Voice
Self-Service applications?
A.IVR Designer and VoiceXML
B.Dialog Designer and VoiceXML
C.Voice@Work and ScriptBuilder
D.IVR Designer and Transaction Assembly Script
Answer:B

Avaya examen   132-S-708.1   132-S-708.1 examen   132-S-708.1

NO.16 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.Advise them 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.Advise them to escalate the decision about the platform since it will be very difficult to convert later on.
D.Advise them to create their application in VoiceXML so that there will be portability to Avaya Voice
Portal.
Answer:D

Avaya   132-S-708.1   132-S-708.1

NO.17 Your customer's company has extensive web services architecture. All communication with customers
has been through web chat and email. Customer demand has required the company to setup a call center.
They can only afford to staff a few agents, and firmly believe that a speech application that accesses their
existing web services would fulfill 70-80% of their incoming calls. Which solution would meet their
requirements?
A.Avaya Voice Portal and IVR Designer
B.Avaya Interactive Response and IVR Designer
C.Avaya Voice Portal and Avaya Dialog Designer
D.Avaya Interactive Response and Avaya Dialog Designer
Answer:C

Avaya   certification 132-S-708.1   132-S-708.1 examen

NO.18 Which two application servers are supported by Avaya Dialog Designer? (Choose two.)
A.Microsoft IIS
B.Apache Tomcat
C.IBM WebSphere
D.Oracle J2EE Web Server
Answer:B C

Avaya   132-S-708.1 examen   132-S-708.1   132-S-708.1   132-S-708.1 examen

NO.19 A current Avaya Interactive Response (IR) customer is aware that the industry is moving to web-based
self-service architectures. In addition to the benefits of moving to advanced technologies, which two
business elements should be considered? (Choose two.)
A.need to replace the speech servers
B.capital investments in current equipment
C.time needed to convert any existing TAS applications to VoiceXML
D.inability to use VoIP until Avaya Voice Portal has been implemented
Answer:B C

Avaya   132-S-708.1   132-S-708.1 examen   132-S-708.1   132-S-708.1

NO.20 A thriving mail order business has a busy contact center that takes orders from existing and new
customers. To process routine orders and reduce staffing costs, they have chosen to implement an Avaya
Voice Self-Service solution. They want a sophisticated seamless solution for routing calls to agents. They
want callers to be identified, serviced (provide routine information), and routed to an agent with minimal
input from the caller. Which two speech elements would be required to implement this solution? (Choose
two.)
A.Voice over IP (VoIP)
B.Text-to-Speech (TTS)
C.Speech Recognition (SR)
D.Speech Application Builder (SAB)
Answer:B C

certification Avaya   132-S-708.1 examen   132-S-708.1   132-S-708.1 examen   132-S-708.1 examen   certification 132-S-708.1

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Code d'Examen: 132-S-815
Nom d'Examen: Avaya (Specialist Modular Messaging with Avaya Message Store Implement and Support Elective Exam)
Questions et réponses: 118 Q&As

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NO.1 To conduct a multiple Avaya Message Application Server (MAS) installation, where in the Voice
Mail Domain must the Avaya Mailbox Monitor and the Message Waiting Indicator (MWI) services
be activated?
A. in the first MAS
B. in different MASs
C. on the same MAS
D. in at least two MASs
Answer: C

certification Avaya   132-S-815   132-S-815   132-S-815 examen

NO.2 .Which IP address is acceptable for use on the private network for an installation of Modular
Messaging R3.x with the Avaya Message Storage Server (MSS)?
A. 10.255.255.255
B. 168.192.1.250
C. 172.31.1.245
D. 183.81.168.1
Answer: C

Avaya   132-S-815   132-S-815   132-S-815

NO.3 .In an R3.1 Modular Messaging Message Storage Server (MM MSS), in what location can a user
determine if Messaging is running and also the state of Internet Messaging and Enhanced List
Application Software?
A. Server Information > Server Status
B. Reports > System Evaluation Reports
C. This information is available from several screens.
D. System Control and System Status > System Monitor
Answer: A

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NO.4 .According to Avaya documentation, which step must be taken to connect the cables supplied with
a digital set emulation board to the PBX?
A. Connect the board using the provided RJ-48C (Ethernet) cable.
B. Connect the installed boards to one end of a standard RJ-11 tip/ring cable.
C. Connect the board using the provided PBX station interface D/82JCT-U cable.
D. Connect the male end of the provided CT bus cable to the top of each port board.
Answer: C

Avaya   132-S-815   certification 132-S-815

NO.5 Which two statements about domain names are true for Modular Messaging? (Choose two.)
A. All domain names must be unique.
B. The Voice Mail Domain (VMD) is identical to the Windows Domain Name.
C. The Fully Qualified Domain Name (FQDN) and Voice Mail Domain (VMD) names must be
alphanumeric.
D. The private Fully Qualified Domain Name (FQDN) for the Message Application Server (MAS) is
used only on the private network.
Answer: A,D

Avaya   certification 132-S-815   132-S-815

NO.6 .The customer has an existing Modular Messaging (MM) system with a Message Storage System
(MSS), which was installed with MM release 1.1. They are upgrading to MM 3.0 and adding an
Avaya Messaging Application Server (MAS) to provide more port capacity. The customer wants to
retain their existing MAS. They have T1 Dialogic boards. They currently have Aria and Audix TUIs
implemented for their subscribers.
Which two statements are true? (Choose two.)
A. They must upgrade all dialogic boards.
B. They must upgrade all MASs to S3500 servers.
C. They must consider impact of TUIs on port capacity.
D. The new MAS will have only two slots for port boards.
Answer: C,D

Avaya   certification 132-S-815   132-S-815   certification 132-S-815   132-S-815

NO.7 .Which three are manual steps required to upgrade from Modular Messaging pre-3.0 to Modular
Messaging 3.x when the solution uses the Avaya Message Storage Server (MSS)? (Choose
three.)
A. using the backup verification tool to ensure the quality of the backup
B. running the Data Collection Tool (DCT) on a Message Application Server (MAS)
C. performing a backup of the MSS while the MSS is providing messaging services
D. performing a backup of the MSS while the MSS messaging services have been stopped
E. performing a backup of the Message Application Server (MAS) onto the MAS's DVD drive.
Answer: A,B,D

certification Avaya   certification 132-S-815   132-S-815 examen

NO.8 .Which two options are presented after starting the Data Collection Tool (DCT)? (Choose two.)
A. create a new file
B. analyze existing system
C. deploy new configuration
D. delete current configuration
Answer: A,B

Avaya   certification 132-S-815   132-S-815   132-S-815

NO.9 .Which three are manual steps required to upgrade Message Networking from Release 2.0 to
Release 3.1? (Choose three.)
A. Perform an attended system backup.
B. Run the pre-upgrade tool to help plan for the upgrade.
C. Remove the switch integration software from the MN 2.0 system.
D. Use the backup verification tool to ensure the quality of the backup.
E. Insert the MN 3.1 DVD and run Software Update on the 2.0 system.
Answer: A,B,D

certification Avaya   132-S-815   132-S-815 examen   certification 132-S-815

NO.10 Which statement is true about installing a Modular Messaging with the Message Storage Server
(MSS) into the Corporate Windows Domain?
A. The only step required is to select "Join the Corporate Windows Domain" in the Data Collection
Too (DCT).
B. The MSS TCP/IP networking form must be configured with the appropriate Corporate Windows
Domain values.
C. "Join the Corporate Windows Domain" must be selected in the Data Collection Tool (DCT) and
on the Message Storage Server Windows Domain Setup administration form.
D. "Join the Corporate Windows Domain" is done manually on the MAS after the configuration
wizard is run, and then done manually on the MSS using the Windows Domain Setup form.
Answer: C

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NO.11 .Which three line cards are used with Modular Messaging? (Choose three.)
A. H.323
B. Analog
C. DLC-16
D. T1/E1-QSIG
E. Set Emulation
Answer: B,D,E

Avaya   132-S-815   132-S-815 examen   132-S-815 examen

NO.12 .Which action must be taken on an Message Storage Server (MSS) to implement additional
administrator logins?
A. Buy additional administrator seats from Avaya.
B. Create custom roles to assign to the administrator logins.
C. Set up an Authentication, Authorization and Accounting (AAA) server to authenticate the
administrator logins.
D. Configure the administrator account to authenticate locally or via an Authentication,
Authorization and Accounting (AAA) server.
Answer: D

Avaya   132-S-815   certification 132-S-815   certification 132-S-815

NO.13 .Before requesting a license for a newly installed Modular Messaging system, which information is
required from the on-site installer?
A. Voice Mail Domain Name
B. Voice Mail Domain Identifier (aka VMD ID or Host ID)
C. IP addresses of all servers in the Voice Mail Domain
D. Local Administration Account names and passwords for all Messaging Application Servers
(MASs)
Answer: B

Avaya   132-S-815   certification 132-S-815

NO.14 .In what task will the Avaya Messaging Application Server (MAS) Port Monitor be useful?
A. verifying that the MAS is able to communicate over IP ports to the MSS
B. determining the digits dialed by an outbound call from the MAS's telephony port
C. verifying that a test call arrives on a telephony port of the MAS that you want to test
D. determining whether communication originating from the MAS's IP port employs encryption
Answer: C

Avaya   132-S-815   132-S-815   certification 132-S-815   132-S-815

NO.15 .What specific documentation is needed for an installer to correctly integrate a Message
Networking Server with a PBX? (Choose two.)
A. completed Modular Messaging planning form
B. completed Message Networking planning form
C. Avaya Communication Manager Networking Guide
D. Switch Connections Supported for Message Networking
Answer: B,D

Avaya examen   132-S-815   132-S-815

NO.16 .Before beginning to configure and test the port boards in the Avaya Messaging Application Server
(MAS), a user must first obtain the proper configuration note for the particular PBX and integration.
Where can the proper configuration note be found?
A. Help screens
B. Installation Guide
C. MAS documentation CD
D. http:\\support.avaya.com
Answer: D

Avaya examen   132-S-815   132-S-815

NO.17 .Which two statements are true about anti-virus software on Modular Messaging with a Message
Storage Server (MSS)? (Choose two.)
A. The MSS already has its own anti-virus software.
B. Anti-virus software should not be configured to perform scans each time a file is accessed.
C. Once anti-virus software has been installed the Modular Messaging system will update it
automatically.
D. Avaya recommends that the customer install anti-virus software on each Avaya Messaging
Application Server (MAS) and any Supplementary Server.
Answer: B,D

Avaya examen   132-S-815   132-S-815   certification 132-S-815   132-S-815   132-S-815

NO.18 .Which two actions should be performed to upgrade a customer's system from Modular Messaging
Release R3.0 to R3.1, using the existing servers for the Message Storage erver (MSS) and the
Message Application Server (MASs). (Choose two.)
A. Uninstall and re-installRealSpeak software on the MASs
B. Upgrade Dialogic drives if Dialogic port boards are in the MAS
C. Install MAS boot image (4 DVDs) to upgrade to Microsoft Windows 2003 Server
D. Install the Pre-upgrade and Backup Verification tool to check the health of the Release 3.0
system
Answer: A,B

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NO.19 .Before going to a customer site to begin installing a Modular Messaging R3.1 system, which three
items should be obtained from support.avaya.com? (Choose three.)
A. Configuration Notes
B. System planning form
C. Outlook Client software
D. Customer account information
E. Supplementary Server software
Answer: A,B,C

certification Avaya   132-S-815   132-S-815   132-S-815 examen

NO.20 .Which is used to find port statistics in a Modular Messaging (MM) system?
A. Reporting Tool
B. Port Monitor Tool
C. Subscriber Options
D. Operational History Viewer
Answer: A

Avaya examen   132-S-815   132-S-815   132-S-815   certification 132-S-815

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Code d'Examen: 6203.1
Nom d'Examen: Avaya (Avaya Voice Portal Implementation Exam)
Questions et réponses: 70 Q&As

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NO.1 What is the last step to be completed before testing the initialization and configuration?
A. Start the MPPs.
C. Stop the MPPS.
C. Start Applications.
D. Stop Applications.
Answer: A

Avaya examen   6203.1   6203.1   certification 6203.1   6203.1

NO.2 A technician cannot see the VPMS web interface. What is the first thing that should be done?
A. Restart all MPPs that are connected to the VPMS.
B. Reload the VPMS software.
C. Make sure that Axis is running.
D. Make sure that Tomcat is running.
Answer: D

Avaya   certification 6203.1   6203.1 examen   certification 6203.1

NO.3 From the VPMS web interface, which menu path should be followed, to view the current status of all
MPP servers and get detailed information about any alarms they have generated?
A. System Configuration > System Monitor
B. System Configuration > MPP Management
C. Real-Time Monitoring > Monitor System
D. Teal-Time Monitoring > System Monitor
Answer: A

Avaya   6203.1 examen   6203.1 examen

NO.4 Which statement about Auxiliary VPMS is true?
A. Only one Auxiliary VPMS server can be added per Voice Portal 5.1 or newer system.
B. More than one Auxiliary VPMS server can be added per Voice Portal 5.1 or newer system.
C. Auxiliary VPMS can be installed on a single server Voice Portal system.
D. Auxiliary VPMS can be installed co-resident with MPP server.
Answer: B

Avaya   6203.1   6203.1 examen   6203.1   6203.1

NO.5 A customer is planning to deploy a Voice Portal solution, and wants to make sure they have considered
all aspects of their implementation design components. As a key component of the implementation, which
documents are included in the Document Review?
A. Deep Drive Results, Equipment List, Customer List, and SOW
B. Customer Scenario, Equipment List, SOW and Deep Dive Results
C. Customer Scenario, Hardware List, Deep Dive Results and SOW
D. Customer List, Hardware List, SOW and the Equipment List
Answer: B

Avaya examen   certification 6203.1   6203.1   6203.1

NO.6 A customer has just upgraded Voice Portal to a newer version, but the license is not upgraded. What is
the grace period provided by the system, for upgrading the license?
A. 3 days
B. 7 days
C. 15 days
D. 30 days
Answer: D

certification Avaya   6203.1   6203.1 examen   6203.1   6203.1

NO.7 Which two methods can be used to initiate a Voice Portal 5 x Primary VPMS restore? (Choose two.)
A. system restore page in VPMS web administration
B. do_RestoreData -f /opt/Avaya/backup
C. restorempplogs.sh
D. do_MntDrv do_RestoreData -f /opt/Avaya/backup/remotesvr
Answer: BD

certification Avaya   certification 6203.1   6203.1 examen   certification 6203.1

NO.8 Why is the "Hot word" Barge-in mechanism used?
A. to stop the application from playing prompt as soon as the utterance is caught on that prompt
B. to stop the application from playing prompt as soon as the utterance matches a key word defined in the
grammar
C. to stop the application from playing prompt as soon as the utterance matches a key word defined in the
grammar and the decision is defined
D. to stop the application from playing prompt as soon as the utterance matches a key word defined in the
prompt
Answer: C

Avaya   6203.1   certification 6203.1   certification 6203.1

NO.9 In addition to the Project Overview, Standard service hours, Call Center Telephony Review, Call Center
Reporting Review, which other service is included in the Statement of Word (SOW) component of a
project?
A. Call Center Development Services
B. Call Center Programming Services
C. Call Center Leadership Services
D. Call Center Consultant Services
Answer: A

Avaya   6203.1   6203.1 examen   6203.1

NO.10 A customer is using skills-based routing. Which Acaya Aura CM forms must be administered to map the
requirements to agents/ports?
A. Vector and Agent LoginID forms
B. Hunt Group and Skill forms
C. Skill and Agent LoginID forms
D. Vector and Split forms
Answer: C

Avaya examen   certification 6203.1   certification 6203.1   certification 6203.1

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Code d'Examen: 3000.3
Nom d'Examen: Avaya (Avaya Small and Medium Enterprise (SME) Communications Solutions Exam)
Questions et réponses: 59 Q&As

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NO.1 An IP Office with Embedded Voicemail (EVM) has the time set using the system telephone. Each time
the IP Office reboots the time changes to the wrong time. Which Windows command can be used to
determine if there is a time server on the network causing the change.?
A. time
B. time server
C. net time
D. get time
Answer: C

certification Avaya   3000.3   3000.3   3000.3   3000.3   3000.3

NO.2 Secure Digital (SD) card commands can be invoked from which two sources? (Choose two.)
A. one-X Portal
B. IP Office Manager
C. Avaya telephones
D. VoiceMail Pro Clint
E. one-X Portal for IP Office
Answer: B, C

Avaya examen   3000.3   3000.3   3000.3   3000.3

NO.3 A customer has a help desk call center with 50 agents. Agent time on call are billable to the clients
calling in. which combination of features best meets their needs?
A. VoiceMail Pro, Account codes with CLI, one-X Portal Call Accounting
B. ACD via VM Pro Commpaign Manager and a compaign database
C. ACD to distributed Hunt Groups and one-X Portal Call Accounting
D. ICR with account codes and CDR-enabled for billing.
Answer: D

certification Avaya   3000.3   3000.3   3000.3   3000.3

NO.4 The design for an IP Office has two locations. They will need telephones, voicemail, and meet-me
conferencing ability. They will have a PRI at the main office and the remote office will use the main office
PRI for inbound and outbound calls. The main site has 40 users and one fax machine. The remote site
has 15 users and one fax machine. Which cards and modules are required in the IP Office at the main site
to support all digital telephones?
A. IP500 Preferred edition, three Digital Statin 8 Card, one Analog Phone 2 Card, Universal PRI Trunk
Card, one DS30 Module.
B. IP500 Essential edition, three Digital Station 8 Card, one Analog Phone 2 Card, Universal PRI Trunk
Card, one DS30 Module.
C. IP500 Essential edition, two Digital Station 8 Card, one Analog Phone 2 Card, VCM32, Universal PRI
Trunk Card, one DS30 Module.
D. IP500 Preferred edition, two Digital Station 8 Card, one Analog Phone 2 Card, VCM32 Universal PRI
Trunk Card, one DS30 Module.
Answer: D

Avaya examen   certification 3000.3   3000.3   3000.3

NO.5 Aplication can be used in Conjunction with one-X Portal to provide full softphone and call handing
capability for us
A. Office Voice Portal
B. Office Video Softphone
C. Office Phone Manager Pro
D. Office Softconsole
Answer: B

certification Avaya   3000.3   3000.3 examen   certification 3000.3

NO.6 A customer is installing ContactStore 7.8 on a separate Windows server from the VoiceMail Pro Server.
What must be set in the servers so that the recordings move from the voicemail server to the
ContactStore server?
A. The Workgroup name must be in each server.
B. VoiceMail Pro must be part of the domain.
C. IP Office must be in a SCN.
D. The registry key is a string containing the name of the share.
Answer: D

Avaya examen   certification 3000.3   3000.3

NO.7 Click the Exhibit button.
A new customer reported an issue on their sire in Milan. The IP telephone can login but cannot make calls
to any agents that are using analog telephones.
Based on the System Monitor traces shown in the exhibit,what is the problem?
A. You need to buy additional licenses
B. All cards may not be seated correctly.
C. 20 packets missed means too many packets lost; IP Office stops the call ptoceeding.
D. Embedded Voicemail is not running properly.
Answer: B

Avaya examen   3000.3 examen   3000.3 examen   3000.3

NO.8 Which item must be completed for an IP Office user to be counted in CCR as an agent?
A. User must be defined as an agent in one-X Portal.
B. force Account Code must be checked on the user s Supervisor tab.
C. CCR Agent Must be checked on the user s Supervisor tab.
D. User must be a member of a hunt group.
Answer: C

Avaya   certification 3000.3   3000.3   3000.3   3000.3 examen

NO.9 What should the telephone number field N in an ARS short code look like if you want to send out caller
ID for the number 3033211234 on an ISDN/PRI line?
A. NCLI3033211234
B. Nss3033211234
C. Ns3033211234
D. NCID3033211234
Answer: C

Avaya   3000.3   3000.3   3000.3   certification 3000.3

NO.10 Which two are power option for IP telephones on the IP Office? (Choose two.)
A. Class B 24 Volt power supply
B. Class A 24 Volt power supply
C. Power-over-Ethemet switch conforming to 802.3af standards
D. 1151D1 Indiviual Power Supply and the 1151D2 Individual Power Supply with Battery Backup
Answer: C, D

certification Avaya   3000.3 examen   certification 3000.3   3000.3   3000.3   3000.3 examen

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Code d'Examen: 3101
Nom d'Examen: Avaya (Avaya Aura® Communication Manager and CM Messaging - Embedded Maintenance and Troubleshooting Exam)
Questions et réponses: 104 Q&As

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NO.1 A user is a new employee of ABC Co. and their manager supplies them with 9600 desktop IP telephone
and login information and tells the user to plug the cord into the jack near their desk. The user plugs in the
telephone, lifts the handset, but there is no dial tone and call cannot be made.
What should the user do? (Choose two)
A. Unplug the telephone and plug it back again.
B. returns the telephone because it is defective
C. Wait for the prompt for the extension number and password
D. Plug the telephone into another jack.
Answer: A,D

Avaya   3101 examen   3101

NO.2 In Which three places can you look up the branch gateway firmware version? (Choose three)
A. tem Management Interface (SMI)
B. GUI Device Manage
C. System Access Terminal (SAT)
D. Gateway command line
E. Linux command line
Answer: C,D,E

Avaya examen   3101   3101   3101 examen

NO.3 Which update methods would you use to perform a media gateway firmware update? .
A. SAT with the Utility Server
B. Branch Gateway CLI with the Utility Server
C. Communication Manager SMI and HTTP
D. Branch Gateway CLI with TFTP server
E. Branch Gateway CLI with a HTTP server
Answer: D

certification Avaya   3101   3101 examen   3101   3101

NO.4 Which two SAT based tools are helpful in diagnosing call setup sequences and processor two.?
A. List trace station/tac/ras command
B. Status media processor hoard
C. mst (Message Sequence Tracecommand
D. status processor -ip-inter face
E. List measurements clan/dsl/a
Answer: A

certification Avaya   3101   3101 examen   3101 examen   certification 3101

NO.5 A Communication Manager Messaging user reports that someone is accessing their mailbox and
deleting messages.
Which logs would you check to see who logins into the mailbox and message status A. Administrators Log
B. Subscriber Log
C. Mailbox Log
D. Activity Log
Answer: A

certification Avaya   3101 examen   3101   3101   3101

NO.6 An IP telephone is registered and has dial tone, but Telephones In the same work area work properly.
What Is the likely source of the problem?
A. Faulty gateway port
B. Incorrect dial plan
C. Station administration
D. Trunk group administrator
Answer: C

Avaya examen   3101 examen   3101   3101

NO.7 Which two SAT commands are useful in monitoring overall system performance

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Code d'Examen: 3200.1
Nom d'Examen: Avaya (Avaya Modular Messaging with Avaya Message Store Implementation and Maintenance Exam)
Questions et réponses: 65 Q&As

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NO.1 Which three are pre installation tasks that Avaya recommends for the initial installation of the Modular
Messaging 5.2 system? (Choose three.)
A. Download the software updates and service packs.
B. Run the backup and verification tool.
C. Complete the Data Collection Tool data file.
D. Acquire the RFA authorization file.
E. Download the Configuration Notes.
Answer: A,C,E

certification Avaya   3200.1   3200.1   certification 3200.1   certification 3200.1

NO.2 Which backup type is supported for the Avaya Modular Messaging Single Server?
A. Type 2 or 4 DVD RAM cartridge
B. DVD-RW disk
C. FTP/SFTP backup
D. Norton Ghost
Answer: C

certification Avaya   3200.1 examen   3200.1   certification 3200.1

NO.3 When considering password security, mailbox passwords can be required to have a specific length.
What is the default minimum subscriber password length, and what is the maximum length the word can
be set to?
A. Default 6; Maximum 10
B. Default 6; Maximum 20
C. Default 4; Maximum l5
D. Default 4; Maximum 10
E. Default 5; Maximum 10
Answer: C

Avaya   certification 3200.1   3200.1   3200.1 examen   certification 3200.1

NO.4 A technician is installing Outlook Thick Client (OIC).
Which ports on the network need to be opened to allow communications to the Modular Messaging
system?
A. Ports 21 or 23
B. Ports 21 and 443
C. Ports 25, 143, and 389
D. Ports 25, 143, and 5001
Answer: C

Avaya   certification 3200.1   3200.1

NO.5 A customer had a catastrophic failure, and has just finished reloading a system. They would like to
restore all their data horn an ftp/sftp backup. Which statement described the first Step to restoring their
data in this manner?
A. Stop the voice system processing.
B. Install the latest service pack and patches.
C. Administer the TCP/IP settings
D. Reboot the Messaging Storage Server (MSS).
Answer: A

certification Avaya   3200.1   3200.1   3200.1 examen

NO.6 A technician is installing a service park on a Modular Messaging Single Server. The technician has
copied the updates to the server using the System Platform.
In which folder on the Messaging Application Server (MAS) will the technician find the updates.?
A. C:\Avaya_ Support\Updates
B. C:\Avaya Modular Messaging\Patch Cache
C. C:\Important_Files
D. C:\MM_PATCH_FILES
Answer: D

Avaya examen   3200.1   3200.1

NO.7 As part of the initial installation, configuring the "Offline Access" is important in case there is problem
with the Message Application Servers (MAS) accessing the Message Storage Server (MSS). At which
point in the insinuation process should the "Offline Access" be configured?
A. when configuring the Web Subscriber options
B. only after the MSS is configured
C. when configuring the primary MAS
D. only after all the MASs are configured
Answer: D

Avaya examen   certification 3200.1   3200.1 examen   certification 3200.1   certification 3200.1

NO.8 Which three are steps to finish Message Storage Server (MSS) administration? (Choose three.)
A. Administer Classes of Service (CoS).
B. Enter the final IP addresses.
C. Administer switch integration.
D. Place the MSS in a Windows domain.
E. Administer special mailboxes.
Answer: A,D,E

Avaya   certification 3200.1   3200.1   3200.1

NO.9 A technician is installing a now Avaya Modular Messaging 5.2 Single Server. The customer wants to
include a Web Client server in the installation.
Which two statements about the Web Client are true? (Choose two.)
A. Web Client can be installed on a separate server from Avaya Modular Messaging.
B. Web Client can be installed as a virtual machine on the System Platform Server.
C. Web Client is not supported by Avaya Modular Messaging 5.2 Single Server.
D. Web Client software should be installed on the Message Application Server (MAS) virtual machine.
Answer: C,D

certification Avaya   3200.1   3200.1 examen   3200.1

NO.10 A customer is migrating from Modular Messaging 3.0 on a S3400 server to Modular Messaging
5.2. Which two pieces of information must be obtained to successfully complete this migration? (Choose
two.)
A. the PBX translations
B. the original planning forms for the system that runs on release 3.0
C. the latest analyzed DCT file for the system
D. the private Messaging Application Server (MAS) and Messaging Storage Server (MSS) NetBIOS name
Answer: B,C

certification Avaya   3200.1   3200.1   certification 3200.1   3200.1

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Code d'Examen: 3301
Nom d'Examen: Avaya (Avaya Aura Contact Centre Maintenance & Troubleshooting Exam )
Questions et réponses: 54 Q&As

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NO.1 At an elevated level, engineers have designed the architecture ol SH' around ttv<> varlel les of
component s.
Which SIP component is comprised of two subcomponents, where one component initiates SIP the other
component responds to requests?
A. User Agent
B. SIP Gateway Manager
C. Back to-Back User Ag
D. SIP Server
E. SIP Gateway
Answer: B

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NO.2 The C:\WINDOWS\system32\drivers\etc\hosts file on the Contact Center Manager Server (CCMS)
contains multiple entries for each host. You have removed the duplicate entries by manually editing the
file.
What should you do next to completely resolve the issue?
A. Run the Server Configuration utility, save and apply all changes, then reboot the CCMS server.
B. Reboot the CCMS server.
C. Use the windows services utility to restart the MAS Configuration manager services.
D. Run the CCMS network Configuration utility, save and apply all changes, then reboot the CCMS
server.
Answer: B

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NO.3 In the Avaya Aura Contract Center (AACC) SIP environment, when a call is presented to an agent ¯ s
telephone, the Avaya Aura Agent Desktop (AAAD) also alerts the agent to the incoming call. The call may
be answered either via the telephone or AAAD.
If the agent uses the AAAD to answer the call, which protocol is used between AACC and the switch to
signal off-hook?
A. CCT
B. SIP RTP
C. TAPI
D. TR87
Answer: A

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NO.4 An agent is configured to handle e-mail multimedia contacts. The agent is able to receive, read, and
reply to e-mails using the Avaya Aura Agent Desktop (AAAD). However, the agent cannot open
attachments in inbound e-mails.
What is a possible cause of this problem?
A. The agent ¯ s w eb b r o w se r i s no t se t f o r t he co rr ec t cha r ac t e r encod i ng .
B. .NET 3.5 Service Pack 1 is not installed on the agent ¯ s co m pu t e r.
C. Internet Explorer is not set as the default browser on the agent ¯ s co m pu t e r.
D. The agent has not been granted ° open -mail Attachments ± ri gh t s i n C on tr ac t C en t e r m u lti m ed i a
(CCMM).
Answer: A

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NO.5 While Investigating an Issue with an Avaya Aura Contact Center (AACC) Contact Center Manager
(CCMS), you discover that the Task Flow Executor (TFE) frequently restarts. In an effort to discover the
cause of the restarts, you decide to review the TFE log file.
Which file contains the most recent TFE logs.?
A. D:\Avaya\Logs\CCMS\TFE 1.log
B. D:\Avaya\l_ogs\CCMS_TFF 1.log
C. D:\Avaya\Logs\CCMS_TFE_5.log
D. D:\Avaya\Logs\CCMS\CCMS_TFE_1.log
Answer: C

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NO.6 Where are current SIP messages logged by Contact Center Manager Server?
A. C:\Avaya\logs\CCMS\SipMessages0
B. D:\Avaya\Logs\CCMS\SGM\SipMessages0
C. D:\Avaya\Logs\CCMS\CCMS_SGM_SipMessages0
D. F:\Traces\Avaya\Logs\CCMS\SGM\SipMessagesO
Answer: D

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NO.7 Your department has installed a backup utility client application on your co-resident Contact Center
Manager Server (CCMS) server. This utility uses port 10000 for network communications. After installing
the utility and rebooting the server, you begin to have issued with the Avaya Aura Contact Center (AACC)
system.
What are the symptoms of this problem that you experience?
A. The TFE service fails to start and calls are not processed.
B. The Toolkit Name service fails to start and agents appear as "UNKNOWN" in real-time displays.
C. The NCCT service fails to start and agents are unable to log in via the Avaya Aura Agent Desktop)
(AAAD).
D. SymposiumWC.exe fails to start and supervisors are unable to log in to Contact Center Manager
Administrator (CCMA).
Answer: B

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NO.8 In Avaya Aura Contact Center (AACC), how do you create auto responses that address the most
commonly received e-mail queries?
A. Run ,1 "Contacts is Closed by Auto Suggestion, top 5" historical report from the "Multimedia" folder in
Historical Reporting on the Contact Center Manager Administration (CCMA) server, and auto suggestion
keywords and responses from the report to create new e-mail auto-respect.
B. Enable "Keyword Reporting" for e-mail contactsinthe "E mail" tool in Contact Center Multimedia
(CCMM) Administration, then use the "Keyword Frequency" tool to determine which keywords would be
used to trigger new auto-responses.
C. Run a "Contact Summary" report in Historical Reporting on the CCMA server and create
auto-responses based on the most frequently-occurring e-mail contact topics in the report.
D. Use the "Auto-Suggest Promotion" tool in CCMM Administration to promote auto-suggestions
auto-responses based on the percentage of contacts for which each auto-suggestion was selected.
Answer: B

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NO.9 Which SIP component supports both H.323 and SIP protocol architecture, and which common media
streaming protocol is supported?
A. SIP Gateway Manager with transport Layer Security (TLS)
B. Network Routing Service with TCP and UDP
C. Back to Back User Agent (B2BUA) with TLS
D. SIP Gateway with Real-Time Protocol (RTP)
E. SIP Redirect Server with RTP
Answer: C

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NO.10 Avaya Aura Contact Center Manager Server (CCMS) is host to the Contact Center Security framework
certificate Store. In the procedures to Create a Certificate Store, once the store is created is also created.
A characteristic of this certificate is that it contains__________.
A. a private key that is used in private - public key encryption
B. a public key that is used in public - public key encryption
C. a private key that is used in private - private key encryption
D. a public key that is used in private - private key encryption
Answer: B

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Code d'Examen: 132-S-708-1
Nom d'Examen: Avaya (Specialist: Avaya Voice Self-Service Design Elective Exam)
Questions et réponses: 80 Q&As

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NO.1 A company has decided to enter the ISV business and create custom Voice Self-
Service applications for
Avaya platforms. They want to learn a single tool set and would like to be in this business for
the
foreseeable future. Which skill set should they develop to be compatible with current and
future Voice
Self-Service applications?
A.IVR Designer and VoiceXML
B.Dialog Designer and VoiceXML
C.Voice@Work and ScriptBuilder
D.IVR Designer and Transaction Assembly Script
Answer:B

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NO.2 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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NO.3 Which two represent native capabilities of Avaya Dialog Designer? (Choose two.)
A.Speaker Verification
B.Application Simulation
C.TAS Application Development
D.VoiceXML Application Development
Answer:B D

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NO.4 A customer currently has one contact center in Denver using Avaya Interactive
Response (IR). They
use TDM, Speech Recognition (ASR), and Text-to-Speech (TTS). In addition to these
features, their
applications are all written in TAS. They are very satisfied with the state of their current
applications. They
are opening a new facility in another location and want to have the same Voice Self-Service
applications
in this new location. They need the new location operational in four weeks. Cost is an issue.
Since cost
and expediency are primary concerns, what would you suggest to add Voice Self-Service
capacity to the
new location?
A.Add Avaya Voice Portal systems/ports in the new location.
B.Add Avaya Dialog Designer systems/ports in the new location.
C.Add Avaya Interactive Response systems/ports in the new location.
D.Add Avaya Interactive Response systems/ports to the primary location.
Answer:C

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NO.5 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.6 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

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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.IBM WebSphere
D.Oracle J2EE Web Server
Answer:B C

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NO.8 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. They would like to implement a more
sophisticated solution for
routing calls to agents, and make it seamless. They want callers to be identified, serviced,
and if needed,
routed to an agent with minimal input from the caller. Which product integrates with Avaya
Voice
Self-Service solutions to meet this need?
A.IBM WebSphere
B.Avaya Proactive Contact
C.Avaya Interaction Center
D.Call Management System
Answer:C

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NO.9 Which two hardware components are required for Avaya Interactive Response (IR)
using Voice over IP?
(Choose two.)
A.NMS boards
B.Dialogic boards
C.Sun Sparc-based server
D.Communication Manager
Answer:C D

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NO.10 A thriving mail order business has a busy contact center that takes orders from existing
and new
customers. To process routine orders and reduce staffing costs, they have chosen to
implement an Avaya
Voice Self-Service solution. They want a sophisticated seamless solution for routing calls to
agents. They
want callers to be identified, serviced (provide routine information), and routed to an agent
with minimal
input from the caller. Which two speech elements would be required to implement this
solution? (Choose
two.)
A.Voice over IP (VoIP)
B.Text-to-Speech (TTS)
C.Speech Recognition (SR)
D.Speech Application Builder (SAB)
Answer:B C

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NO.11 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.12 A garden supply retailer begins taking orders for spring bulbs in early winter. Last
year, their customers
started calling for order shipment status as early as late winter. The contact center is open
Monday
through Friday. This is a seasonal increase in call volume only. Which three benefits would
an Avaya
Voice Self-Service solution provide? (Choose three.)
A.Equalize trunking requirements throughout the entire year.
B.Permit callers to connect to an agent during non-business hours.
C.Permit callers to check on the scheduled date of the shipment 24x7.
D.Eliminate the repetitive or routine task of providing the shipping date to the caller.
E.Reduces the time the caller waits for an agent by automatically providing the date of the
scheduled
shipment
Answer:C D E

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NO.13 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.Advise them 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.Advise them to escalate the decision about the platform since it will be very difficult to
convert later on.
D.Advise them to create their application in VoiceXML so that there will be portability to
Avaya Voice
Portal.
Answer:D

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NO.14 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.15 Your customer's company has extensive web services architecture. All
communication with customers
has been through web chat and email. Customer demand has required the company to setup
a call center.
They can only afford to staff a few agents, and firmly believe that a speech application that
accesses their
existing web services would fulfill 70-80% of their incoming calls. Which solution would meet
their
requirements?
A.Avaya Voice Portal and IVR Designer
B.Avaya Interactive Response and IVR Designer
C.Avaya Voice Portal and Avaya Dialog Designer
D.Avaya Interactive Response and Avaya Dialog Designer
Answer:C

Avaya   132-S-708-1   certification 132-S-708-1

NO.16 A customer currently has one contact center in Los Angeles using CONVERSANT?
They use TDM
and DTMF. They are dissatisfied with the state of their current applications. They want to use
speech
applications to simplify classification and routing of customer calls. They also expect a much
higher
resolution of calls within their Voice Self-Service environment. The customer has rigid IT
standards. The
only approved server hardware is Intel-based. Servers must only be purchased through the
IT department.
Which two Voice Self-Service components would closely align with the customer's
requirements?
(Choose two.)
A.IVR Designer
B.Avaya Voice Portal
C.Avaya Dialog Designer
D.Avaya Interactive Response
Answer:B C

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NO.17 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 powerdown
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.18 A current Avaya Interactive Response (IR) customer is aware that the industry is
moving to web-based
self-service architectures. In addition to the benefits of moving to advanced technologies,
which two
business elements should be considered? (Choose two.)
A.need to replace the speech servers
B.capital investments in current equipment
C.time needed to convert any existing TAS applications to VoiceXML
D.inability to use VoIP until Avaya Voice Portal has been implemented
Answer:B C

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NO.19 A thriving mail order business has a busy contact center that takes orders from
existing and new
customers. To reduce staffing costs, this company has chosen to implement an Avaya Voice
Self-Service
solution to process routine orders. They would like to implement a solution for placing calls to
customers
when the status of their order changes (processed, shipped, cancelled). They want the calls
to provide
the same information as if the customer had come in and requested it from the Avaya Voice
Self-Service
solution. Which speech elements would be required to implement this solution?
A.Voice over IP (VoIP)
B.Text-to-Speech (TTS)
C.Speech Application Builder (SAB)
D.Open Speech Dialog Modules (OSDM)
Answer:B

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NO.20 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

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