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920-165 - Contact Center Ris.6.0 - Dump Information

Vendor : Nortel
Exam Code : 920-165
Exam Name : Contact Center Ris.6.0
Questions and Answers : 62 Q & A
Updated On : Click to Check Update
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920-165 Questions and Answers

920-165


QUESTION: 54

You are planning to install the Communication Control Toolkit (CCT) server in a contact

center environment. From where would the CCT licenses be managed?


  1. CCT server

  2. License Manager server

  3. Network Control Center server

  4. Contact Center Manager server


Answer: B


QUESTION: 55

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

Toolkit software?


  1. All applications can run on the same server platform.

  2. For 200 concurrent users, customer must have separate servers.

  3. Applications are not dependent on a particular server configuration.

  4. Separate servers should be used for each application regardless of number of users.


Answer: A


QUESTION: 56

Your client requires self-service contact center architecture. How would you connect the Communication Control Toolkit (CCT) and the IVR?


  1. using ISDN

  2. using the switch

  3. using the enterprise IP network

  4. using a dedicated data connection with a modem on the CCT server


Answer: C


QUESTION: 57

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 other traffic?


  1. Ensure that communications between the CCT server and the switch are routed over the WAN.

  2. Create a dedicated (quiet) subnet for Nortel voice application servers, and connect CCT to this subnet.

  3. Ensure that total utilization of the enterprise IP network does not exceed 70% in a shared network environment.

  4. Assign a higher priority to remote method calls from client machines to the CCT server to ensure this traffic gets through.


Answer: B


QUESTION: 58

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?


  1. This is a network connectivity problem.

  2. There are insufficient resources on the server.

  3. You cannot upgrade successfully from CCT Rls 5.0 on Windows 2000 to CCT Rls. 6.0 on Windows 2003.

  4. 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).


Answer: D


QUESTION: 59

What are three characteristics of the Telephony Application ProgramInterface (TAPI)

connector? (Choose three.)


  1. Controls voice resources.

  2. Converts TAPI events to Communication Control Toolkit events.

  3. Converts Communication Control Toolkit requests to TAPI API calls.

  4. Sits between the Nortel TAPI service provider and the Contact Management Framework.

  5. Provides third-party vendors with the information they need to create complementary applications by providing call progress and resource events.


Answer: B, C, D


QUESTION: 60

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?


  1. Each telephone must be upgraded to an IP phone.

  2. The Meridian switch must be upgraded with a signaling server.

  3. Each agent must have at least one valid skill assigned with a priority.

  4. Each Agent desktop must be upgraded to use Communication Control Toolkit Reference Client.


Answer: D


QUESTION: 61

Which tool allows you to convert the downloaded Meridian 1 switch configuration information from a text file on the Communication Control Toolkit TAPI server?


  1. Start | Run Type MMC

  2. Windows HyperTerminal

  3. Start | Run Type tapimgmt.msc

  4. Symposium TAPI SP for Meridian 1 configuration application window


Answer: D


QUESTION: 62

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 lines?


  1. Contact Center Manager must be installed to monitor client lines.

  2. Communication Control Toolkit (CCT) must be installed to monitor the client lines.

  3. There are no other requirements outside of CS 1000 Rls. 4.5 to monitor client lines.

  4. CCT must be installed to monitor the client lines but, only if used to monitor or control Multiple Appearance Directory Number (MADN) lines.


Answer: B


Nortel 920-165 Exam (Contact Center Ris.6.0) Detailed Information

Nortel Certifications
Nortel Certifications
Nortel delivers an industry-leading global certification programme that sets the standards for designing, installing, and supporting Nortel products and solutions.
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Nortel use skills-based exams to test your skills and knowledge, validating your competency on our highly technical products and solutions that encompass Security, Mobility and Mulitmedia Communications.
Nortel Certified Support Specialist (NCSS)
Nortel Certified Support Expert (NCSE)
Nortel Certified Design Specialist (NCDS)
Nortel Certified Design Expert (NCDE)
The Nortel Institute is committed to educating, training, and professional development in the broad and booming field of information technology and telecommunications by developing innovative programs, backed by first-class facilities. The Nortel Institute�s education and training program is designed to respond to current challenges and to anticipate and address future challenges. In additioan, the Institute�s missions in research and development and in strategic analysis enable it to anticipate technological trends and plan training and education programs to prepare people for jobs in new areas.
The Institute designed and obtained approval for the Master of Engineering in Telecommunications program and which began in September 1998. The program graduates 30-35 highly trained experts each year for employment in industry. The Institute offers financial aid to undergraduate and graduate students through the Nortel Institute Scholarship program.
The Institute has also developed training and retraining programs, such as the Executive Development Program, as well as specialized seminars, workshops and forums.
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The critical shortage of highly qualified personnel in information technology and telecommunications, including researchers, engineers and technological entrepreneurs;
The rapid rate of change in technology requiring continual retraining and updating of industry personnel, including managers, engineers and executives, as well as decision-makers and policy-makers in a wide range of sectors;
Accelerating technological evolution and convergence that create uncertainty in identifying the skills and education future workers will need for the new jobs, services and industries.
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Develop innovative programs, backed by first-class facilities, to fast-track the preparation of new generations for leadership and innovation and to offer retraining and updating for industry and government personnel;
Strengthen ties between industry and advanced education to give students hands-on experience and to enhance research and education opportunities for industry staff;
Identify technology trends in order to direct education and training resources effectively for future job creation, giving Canada�s economy a technological competitive advantage.
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Offer the innovative Master of Engineering in Telecommunications program;
Develop, in consultation with industry, innovative updating and retraining programs, specialized seminars and workshops;
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Integrate results of strategic analysis of technology trends into education and training program development.
Communication Solutions
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With Internet and multimedia technology playing an increasingly important role in education at every level, laying the right communications foundation is essential for educational establishments of all types.
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1st Communication's Nortel Solutions address the key issues for educational institutions, namely connectivity, mobility, security and advanced voice services. With our Nortel Solutions, you will be able to explore mobile and remote learning, introduce multimedia communications, take advantage of communication convergence and much, much more.
1st Communications uses the following Nortel Business Solutions and Nortel Technical Solutions to provide a complete service to the Education Sector:
Nortel Business Solutions
Increase your Productivity
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Streamline your Costs
Improve your Mobility
Increase Customer Loyalty, Care & Retention
Ease of Growth
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Nortel Technical Solutions
Converged Communications
Mobile Users
Contact Centres
Unified Communications
Computer Telephony Interaction
Interactive Voice Response
Teleworking
Wireless
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Rinne, who has been mandated to steer the talks after his party emerged on top in the April 14 election, is due to unveil his choice at eleven:30 a.m. in Helsinki. he's additionally inviting the vegetables, the Left Alliance and the Swedish americanss birthday celebration, YLE said. Its a shock twist to the talks, since pundits had pointed to the Social Democrats and the core-right national Coalition because the absolutely alliance. The fifty six-year-historical Rinne has promised to conclusion four years of policies that protected wage cuts and longer working hours. Sipila, whose core-right cupboard had resorted to these measures so as to drag the euro zones northernmost economic climate out of a deep recession, suffered a deadly blow to his popularity earlier this 12 months when he failed to move a a must-have package of bills needed to reform healthcare. Story continues The center birthday celebration is able to join the talks offered its 10 purple lines are honored, it referred to in a press release on Wednesday. The red lines consist of a new layer of govt to administer fitness care services -- unpopular amongst different parties -- and raises in spending on pensions, terrible families, vocational training and farmers whereas ensuring balanced public price range by way of 2023. The nationalist Finns birthday party, which came 2d within the April 14 vote, had been seen as a protracted shot to turn into a part of any coalition due to the fact its strident anti-immigrant rhetoric clashes with the values of the institution parties. Rinne has pointed out he's aiming to close the talks by may additionally 27. --With guidance from Leo Laikola. 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