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NEW QUESTION 38
Which two functionalities provide an Interactive Voice Response system (IVR) in a Contact Center environment? (Choose two.)

A. caller defines the reason for the call from several menu optionsB. access a database and provide the caller with all the needed information to complete the transaction (Self Service)C. reportingD. TCP/IP connections through the networkE. heartbeat mechanism between Contact Center components

Answer: A,C

 

NEW QUESTION 39
What is the goal of identifying a call type?

A. to ensure the contact is handled by the correct CCE Routing ScriptB. to ensure the call goes to the correct MRDC. to ensure the call reaches the agent in the correct queueD. to ensure the correct Skill Target is selected

Answer: D

 

NEW QUESTION 40
Which two steps are required to configure RONAfor CCE? (Choose two.)

A. Skill target configurationB. CCE Web AdminC. Auto-answerD. SurvivabilityE. Scripting logic

Answer: A,B

 

NEW QUESTION 41
In a contact center, agents must select the Reason Code when they go to the "Not Ready" state. Which configuration by an administrator in Agent Desk Settings allows this action?

A. Wrap-up on Incoming, set to RequiredB. Enable "Require Logout Reason"C. Enable "Require Idle Reason"D. Wrap-up on Outgoing, set to Required

Answer: B

 

NEW QUESTION 42
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