Exam Title

: Nortel 920-163 : NCSS-Contact Center Manager RIs.6.0 Technical Support Exam

Version : R6.1

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 1. A server administrator has received a warning that memory is running low for a partition reserved for log files. You decide to run the Database Expansion utility, which automatically detects any available new partitions. Which two of the following are true about disk partitions that will be automatically used by the utility? (Choose two.) A. It has at least 1 Gbytes free space. B. It has at least 2.1 Gbytes of free space. C. It is currently allocated for database use. D. It is not currently being used for a database. Answer: BD 2. When you remove the servers from the warm standby configuration, the system must update the replication configuration data in the active and standby server database. What must you ensure before you remove the servers from the warm standby configuration? A. You have created a new partition in the replication server with the Database Expansion Utility. B. There is ample room on the replication server to store the active and standby server databases. C. The servers for Contact Center Manager Server are connected to the Nortel Server Subnet, and the pcAnywhere service is running on both servers. D. The servers for Contact Center Manager Server are connected to the Nortel Server Subnet, and the Sybase SQL service is running on both servers. Answer: D 3. A technician has installed a Contact Center Standby Server platform and is experiencing critical errors in the configuration. The new Active, Standby, and Replication Servers meet the following requirements: ? They are dedicated. ? They have been loaded with Microsoft Windows Server 2003 and the Windows

Server 2003 Service Pack. Network connectivity appears correct. What is the most likely cause for the system errors? A. The Windows Server 2003 service pack is not the latest version. B. pcAnywhere software version 11.5 was not installed after the patch. C. The Pre-installation Compliancy Checker utility was not run after the operating system was installed. D. The Windows Server 2003 service pack was not loaded on the Active Server before it was loaded on the Standby Server. Answer: D 4. During installation a technician learns that the Communication Server 1000 switch will be moved in six months and a new IP address assigned. The technician enters the current switch information during the software installation. After the switch has been moved, where can the switch information be modified? A. The Nbconfig Utility B. The Migration Utility
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 C. The Feature Report Utility D. The Database Restore Utility Answer: C 5. A DSI thread is unable to connect to the standby server database because a network problem disrupted the connection between the replication server and the standby server database. What is the status of the DSI/DSI EXEC thread in the replication server monitor? A. down B. connecting C. suspended D. dsconnected Answer: B 6. Which utility can be used to repair the database allocation map and the index allocation map in your database? A. a Platform Recovery using the Migration Utility B. a Database Integrity Check using the Migration Utility C. a Database Integrity Check using the Database Restore Utility D. a Database Integrity Check using the Database Expansion Utility Answer: B 7. You have experienced a catastrophic failure and have just restored the database of the Contact Center Server. Before you restored the system to full service, you completed the procedure to check the integrity of the database. Which log file do you view to find any errors or messages? A. dbseg.txt B. DbChk.log C. Backup.log D. sysops..log Answer: B 8. A prerequisite to configuring the Contact Center Server for remote backups, is to ensure that you have configured the remote directory correctly. Which two ways can you verify theremote directory configuration? (Choose two.) A. Ping the remote computer by name. B. Map a drive to the remote computer. C. Ping the remote computer's IP address. D. Check access to the remote directory by copying a small file to it. Answer: AD 9. Which two statements are true for scheduling backups for a Contact Center Server? (Choose two.)
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 A. Always choose econdaryServerTape?in the Device Box. Always choose ?econdaryServerTape?in the Device Box. B. When inputting the start time for the backup to begin, use the server as a reference. C. Make sure the start time is during peak hours to avoid conflict with other off-hour tasks. D. When inputting the start time for the backup to begin, use the time on the PC client as a reference. Answer: BC 10. Your administrator gives you full access to use Historical Reporting on any server. Which type of report templates can you see? A. public B. private C. group only D. sub group Answer: A 11. The Server Performance Monitor indicates insufficient processor capacity during the morning hours. What should be done to improve this system performance? A. Add more memory. B. Increase the storage space. C. Schedule some events to run in the evening. D. Create new partitions to spread out agents and reports. Answer: C 12. In Contact Center Manager, you can create the following: ? script variables ? all system

resources (such as RAN routes, music routes, voice ports, CDNs, IVR-DNs) ? else must be configured prior to creating a script? (Choose two.) A. agents B. skill sets C. partitions D. access classes Answer: AB

call treatments What

13. You run an ad hoc public report. You choose to report on five agents and three activity codes. One of the agents does not show up on the report. What is the likely reason? A. You have not been given the proper privileges. B. The agent is assigned to more than one supervisor. C. You cannot run a ad hoc public report on five agents. D. The agent has not used one or more of the activity codes. Answer: D
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 14. You are using Contact Center Voice Services on Meridian Mail. Voice segments are stored in voice files and the voice files can be use to organize your voice segments. When using Meridian Mail with an Access network, what is the Nortel recommended maximum number of voice files? A. 1 B. 2 C. 3 D. 5 Answer: B 15. In Contact Center Manager Server (CCMS) Rls. 6.0, single scripts cannot exceed how many characters? A. 30,000 B. 50 000 C. 75,000 D. 100,000 Answer: B 16. A Contact Center Manager administrator has created an access class that spans multiple servers in a network configuration. On how many servers must the access class properties reside? A. one B. all of them C. at least two D. at least three Answer: A 17. A Contact Center Manager Administration (CCMA) user is also a supervisor. You want to ensure that the supervisor automatically sees all of his/her agents in the following: ? displays ? historical reports ? real-time

Contact Center Manager Server How can this be done most effectively?

A. Configure a standard partition. B. Configure a user-defined partition. C. Link the administration user and supervisor profiles. D. The administrator user will automatically see all of the agents. Answer: C 18. Due to an organizational realignment, a supervisor has gained 22 new employees. How can they be added to Contact Center Manager Server quickly? A. by importing an Excel workbook B. by importing a tabulated Word file C. by importing a comma separated value file
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 D. by importing an HTML file downloaded from the Nortel website Answer: C 19. You are using Contact Center Voice Services with CallPilot and you need to create, organize, and manage voice files and voice prompts. Which tool should you use? A. Voice Port B. Application Builder C. Voice Prompt Editor D. Recorded Announcement Router Answer: B 20. In a Contact Center Manager Administration (CCMA) environment the real-time-display is failing to respond, while report generation works fine. What is the best possible solution to this issue? A. Ensure ELAN Subnet connectivity. B. Ensure that the workstation has sufficient memory. C. Ensure that multicast is enabled on the Nortel Server Subnet. D. Ensure that the Symposium Web Client application server is functional. Answer: C 21. You are configuring a new call center. When uploading configuration data, you are using the Contact Manager Administration Configuration Tool spreadsheets. Which three changes can be made using spreadsheet uploads? (Choose three.) A. Add threshold class. B. Modify agent configuration . C. Delete a voice port or phoneset. D. Add a new phoneset or voice port. E. Add an agent to skill-set assignment. Answer: ADE 22. You successfully logged onto a newly configured user workstation that is running Windows XP with Internet Explorer 6.0 Service Release Pack 1. You are having problems accessing the Contact Center Manager Server through the browser. What would be the next logical course of action? A. Check your cabling. B. Check the hosts file on the client PC . C. Check Internet Explorer security settings. D. Check the IP address for the Contact Center Manager Administration Server(s) and the server(s) in the CCMS. Answer: C 23. You are using a routing table to define how calls are queued to the sites on the network. You create a
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 network skill-set using Network Control Center. Which two types of routing tables should you choose? (Choose two.) A. RIP B. Sequential C. Round Robin D. Open Shortest Path First Answer: BC 24. You are working with the Historical Reporting component in the Contact Center Manager Administration (CCMA). Which software must be installed on the CCMA application server? A. .NET Framework v 1.1 B. IIS with SMTP and ASP.net C. XML automated assignments D. Crystal Enterprise 10 Embedded Software Answer: D 25. You have recently installed a CallPilot 4.0 system. You are in the process of installing Voice services on the Contact Center Manager Server (CCMS). Which set of parameters should you select in the Voice Services Window? A. Voice connection type is TCP, CallPilot Server ELAN Subnet IP, Server Port is 10008 B. Voice connection type is TCP, CallPilot Server Nortel Server Subnet IP, Server Port is 10008 C. Voice connection type is serial, CallPilot Server ELAN Subnet IP, CallPilot Server Port is 10008 D. Voice connection type is serial, CallPilot Server Nortel Server Subnet IP, CallPilot Server Port is 10008 Answer: A 26. You are configuring the Report Creation Wizard component of the Contact Center Manager Administration (CCMA). In order for it to function, which feature must you install and configure? A. Install and configure Terminal Services. B. Install and configure the License Manager Service. C. Install and configure XML automated assignment feature. D. Install and configure Information Internet Services (IIS) to support ASP.NET applications. Answer: D 27. In Contact Center Manager, you are using switches that are networked together (calls transferred or routed from one switch to another switch), regardless of whether or not network skill-based routing (NSBR) is used. What must you define that is distinct for each of the switches on the network, to ensure a coordinated dialing plan? A. Day and Night Routing Tables B. Home Location Code (HLOC) in Overlay 15
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 C. Network Automatic Call Distribution (NACD) package installed on the switch D. Route List Index (RLI) with no Digit Manipulation Index (DMI) for the customer (LD 86) Answer: B 28. You can not launch Real-Time displays fro a client PC. What should you do to begin troubleshooting this problem? A. Check to see if the ICERtd Service is running. B. Verify that the user is logged onto the PC with administrative rights. C. Confirm that the RSM components are sending data to the same IP multicast address. D. Verify that user policies have not prevented the system from downloading and registering the new RTD Control. Answer: D 29. You are using Contact Center Manager Administration (CCMA) to facilitate the configuration of various functions and privileges. You need the system to allow users to view reporting and associated agents in real-time displays and change the properties of real-time display definitions. What needs to be configured to support this? A. Access class element of View - Edit B. Member of Standard Agent/Supervisor partition C. Access class element of Create Private and View own agents D. Access class element of Create Private and supervisor/reporting agents feature enabled for user Answer: D 30. A customer reports that Agent Desktop Displays (ADDs) and Real Time Displays (RTDs) do not function. Which tool can you use on a Contact Center Manager Server (CCMS) Rls. 6.0 to verify that multicast data is being sent out over the network? A. Ping B. MRcv.exe C. RsmCfg.exe D. MulticastCtrl.exe Answer: B 31. In order to configure the License Manager on the CCMA, you must enter the Primary LM Server's IP address/port information. This is located in which sub-menu? A. Server Utility B. Configuration C. Administrative Tools D. Manager Administration Answer: D
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 32. A network script application is executed to handle error conditions for Contact Center Manager Server (CCMS) calls forwarded from one site to another for customers using Network Skill-Based Routing (NSBR). The Application Performance report provides summarized performance information (based on peg counts) on CCMS applications. Which two statements about the network script application are true? (Choose two.) A. The network script application is executed and pegged for all incoming network calls. B. Incoming Network Skill Based Routing (NSBR) contacts peg against the network script application. C. At the source site, delays and events that occur at the target site peg against the network script application at the target site. D. At the destination site, delays and events pet against the network script application regardless of whether the call is handed-off from the network script application to other applications. Answer: BD 33. Priority calls are not getting presented to an agent. You discover that the agent's details were copied from another agent's template, possibly from the wrong queue. Which three preferences in the call presentation class should you look for to determine if the agent has been correctly configured? (Choose three.) A. A break time between calls has been allowed. B. Caller ID is displayed on the agent's phoneset. C. An agent can put directory number calls on hold for incoming ACD call. D. An agent phoneset displays that the agent is reserved for a network call. E. A caller will hear a recorded announcement or music while waiting for the agent. Answer: ACD 34. You are using the multicast communication method from a Contact Center Manager Administration (CCMA) server to the client PC. You need to configure the Agent Desktop Display Parameters on the CCMA server. Which address do you use for the IP multicast address? A. the RSM IP address of the CCMA server B. the IP send address used in the RTR configuration tool C. the Nortel Server Subnet IP address of the CCMA server D. the IP receive address used in the RTR configuration tool Answer: B 35. You need to configure NACD-DNs to allow the Contact Center Manager Server (CCMS) to communicate with the switch NACD software. This will enable you to route overflow calls to other CCMS sites. Before you commence this activity, there are two very important assumptions. What are these two assumptions? (Choose two.) A. Overlay program 21 has been loaded. B. You are a member of the Administrator's Group on the CCMS.
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