7391X

Review 65 7391X practice questions with answer explanations and community insights.

Question 1

Which three items are needed to properly configure a hunt group in an Expert Agent Selection (EAS) enabled call center? (Choose three.)

  1. the Class of Restriction (COR)
  2. the group extension
  3. the trunk group number
  4. the call distribution method
  5. the Vector Directory Number (VDN)

Question 2

A supervisor with console permission can enter an agents login ID, and add or remove an agents skill via Feature Access Code (FAC). Agents can also dial FAC to add or remove a skill. Which statement is true about the configuration of this feature?

  1. The supervisors class of services (COS) must have the field "Add/Remove Agent Skills" set to y.
  2. The agent’s COS must have the field "Add/Remove Agent Skills" set to y.
  3. The supervisor’s class of restriction (COR) must have the field "Can Force a Work State Change" set to y.
  4. The supervisors COS must have the field "Can Force a Work State Change" set to y.
  5. The supervisors COR must have the field "Add/Remove Agent Skills" set to y.

Question 3

With Expert Agent Selection (EAS), when is an agent’s internal login ID associated with a specific telephone?

  1. when the station has Auto Answer enabled
  2. when the agent logs in at that telephone
  3. when the agent’s login ID is administered in the switch
  4. when the telephone extension is configured on the station form

Question 4

Which properties of the call center must be configured so that hunt groups are treated as skills for the Automatic Call Distribution (ACD)?

  1. The skills only appear as hunt groups if the ACD is set to no, and if Expert Agent Selection is set to no
  2. The skills only appear as hunt groups if the ACD is set to yes, and if Expert Agent Selection is set to no
  3. The skills only appear as hunt groups if the ACD is set to yes, and if Expert Agent Selection is set to yes
  4. The skills only appear as hunt groups if the ACD is set to no, and if Expert Agent Selection is set to yes

Question 5

Direct Agent calls are not getting counted correctly in Call Management System (CMS). What must be administered so that Direct Agent calls are measured properly?

  1. ead-mia
  2. skill-level
  3. Class of Service (COS)
  4. Class of Restriction (COR)
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