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Exam : Nortel 920-447
Title : NNCSE-Contact Center Exam
Version : Demo


1. A life insurance company has a SCCS 4.0 with Meridian 1 Option 11C 25.30, MPS IVR, and Meridian Mail 13. ? The company also has a third party CRM application where they store all of their customers' information, sorted by individual case number. ? They are using the MPS IVR to collect case numbers from callers and route the call based on that number. ? They want to implement a solution that will make their business more efficient. ? The solution will bring callers' information from the CRM application to their agents' desktops based on the callers' input that is collected by the MPS IVR. Which application best meets their needs?
A. Symposium TAPI
B. Symposium Web Client
C. Symposium Web Center Portal
D. Symposium Agent and TAPI SP
Answer: D

2. Given the following network information: ? A customer has Symposium Agent 3 to implement soft phone functionality. ? They have a web server and web directory set up. ? They created a Call Rule to deliver all telephony information to agents' desktops through agentTab . ? Call Rule is executed when a call is presented to agents' phone sets. ? The following day lunch agents report that agentTab is no longer populated with call statistics. What is the first step in troubleshooting this problem?
A. Restart SA server.
B. Restart agents' desktops.
C. Verify that SA Watchdog service is running.
D. Verify that SA Call Monitor service is running.
Answer: D

3. Given the following network information: ? A customer has a Meridian 1 Opt 11-C X11.25.40B, Symposium Call Center Server (SCCS) 4.0, Symposium TAPI 2.3, Symposium Agent (SA) 2.3 and Meridian Mail 12. ? They have a Win NT network with Win 95 clients. ? They want to move the server with TAPI/SA from Win NT to a Win 2000 operating system and to use the old server for another purpose. ? Therefore, they have to remove SA from that server. ? After they removed SA and MTS, they had to remove Sybase Adaptive Server. ? They stopped Sybase services, put them in manual starting mode and tried to delete the Sybase folder but they couldn't delete them. ? An error appeared saying that those files are used by another application. What has to be done in order to delete the Sybase folder after stopping Sybase services?
A. Sybase folder cannot be read-only.
B. The server must be rebooted to release the DLLs.
C. All registry keys related to Sybase must be deleted.
D. The server must be rebooted to release the DLLs and all registry keys related to Sybase must be deleted.
Answer: D

4. A customer encounters a problem with their Symposium Agent server that requires a complete uninstall of the software from the server. Which step must be taken before the Symposium Agent components can be removed from the server?
A. Restart client computer
B. Restart server computer
C. Change Server IP address
D. Remove virtual directories from Internet Information Server.
Answer: D

5. A customer has encountered a problem with their Symposium Agent server that requires a complete uninstall of the software from the server. Which step is NOT part of a complete Symposium Agent server uninstall procedure?
A. Remove Sybase Adaptive server software.
B. Remove Symposium Agent from the Client.
C. Remove Symposium Agent server components.
D. Remove Symposium Agent Call Rules Explorer from the server.
E. Remove Microsoft Transaction Server packages or COM+ applications from the server.
Answer: B

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