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**** 920–165 Description | 920–165 Syllabus | 920–165 Exam Objectives | 920–165 Course Outline ****
**** SAMPLE Contact Center Ris.6.0 2021 Dumps ****
You are planning to install the Communication Control Toolkit (CCT) server in a contact
center environment. From where would the CCT licenses be managed?
A. CCT server
B. License Manager server
C. Network Control Center server
D. Contact Center Manager server
A customer is planning to implement computer-telephony integration (CTI) with 200
concurrent users. What is the recommended hardware configuration for the Contact Center
Manager Server, Contact Center Manager Administration and Communication Control
A. All applications can run on the same server platform.
B. For 200 concurrent users, customer must have separate servers.
C. Applications are not dependent on a particular server configuration.
D. Separate servers should be used for each application regardless of number of users.
Your client requires self-service contact center architecture. How would you connect the
Communication Control Toolkit (CCT) and the IVR?
A. using ISDN
B. using the switch
C. using the enterprise IP network
D. using a dedicated data connection with a modem on the CCT server
When designing the Contact Center IP environment in a knowledge worker environment,
how would you ensure that Communication Control Toolkit (CCT) traffic is not affected by
A. Ensure that communications between the CCT server and the switch are routed over the
B. Create a dedicated (quiet) subnet for Nortel voice application servers, and connect CCT
to this subnet.
C. Ensure that total utilization of the enterprise IP network does not exceed 70% in a shared
D. Assign a higher priority to remote method calls from client machines to the CCT server
to ensure this traffic gets through.
Your client has a problem that appears to have occurred with an upgrade from
Communication Control Toolkit (CCT) Rls. 5.0 on Windows 2000 to CCT Rls. 6.0 on
Windows 2003 server with the self-service option. Users now have no access to ACD and
agent functions. Why did this happen?
A. This is a network connectivity problem.
B. There are insufficient resources on the server.
C. You cannot upgrade successfully from CCT Rls 5.0 on Windows 2000 to CCT Rls. 6.0
on Windows 2003.
D. The wrong option was selected in the Choose Connectivity Configuration window of the
CCT Rls. 6.0 installation program (i.e. connect to Manager Server or connect to switch).
What are three characteristics of the Telephony Application ProgramInterface (TAPI)
connector? (Choose three.)
A. Controls voice resources.
B. Converts TAPI events to Communication Control Toolkit events.
C. Converts Communication Control Toolkit requests to TAPI API calls.
D. Sits between the Nortel TAPI service provider and the Contact Management Framework.
E. Provides third-party vendors with the information they need to create complementary
applications by providing call progress and resource events.
Answer: B, C, D
A customer has an environment that contains a Meridian 1 Rls. 25.40b, Symposium Call
Center Server (SCCS) Rls. 5.0, TAPI Service Provider Rls. 3.0, and Symposium Agent Rls.
2.3. Other than the servers and software, what else is required to upgrade the environment to
Contact Center 6.0?
A. Each telephone must be upgraded to an IP phone.
B. The Meridian switch must be upgraded with a signaling server.
C. Each agent must have at least one valid skill assigned with a priority.
D. Each Agent desktop must be upgraded to use Communication Control Toolkit Reference
Which tool allows you to convert the downloaded Meridian 1 switch configuration
information from a text file on the Communication Control Toolkit TAPI server?
A. Start | Run Type MMC
B. Windows HyperTerminal
C. Start | Run Type tapimgmt.msc
D. Symposium TAPI SP for Meridian 1 configuration application window
For computer-telephony integration (CTI) to be fully operational in a Communication Server
(CS) 1000 Rls. 4.5 environment, which key component must be in place to monitor the client
A. Contact Center Manager must be installed to monitor client lines.
B. Communication Control Toolkit (CCT) must be installed to monitor the client lines.
C. There are no other requirements outside of CS 1000 Rls. 4.5 to monitor client lines.
D. CCT must be installed to monitor the client lines but, only if used to monitor or control
Multiple Appearance Directory Number (MADN) lines.
Source / Reference: