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920-164 | Contact Center Manager RIs6.0 I and M

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Vendor Nortel
Exam Number 920-164
Exam Name Contact Center Manager RIs6.0 I and M
Questions 57 Q & A
Recent Update January 16, 2018
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920-164


  1. RSMConfig.exe on Contact Center Manager Server (CCMS)

  2. MulticastCtrl.exe on CCMA

  3. Real-Time Display (RTD) configuration in Agent Desktop Display (ADD) under the Real-Time reporting window

  4. RTR registry settings in Start/Programs/Nortel Contact Center - Manager Administration/Configuration on the Application server


Answer: D


QUESTION: 50

A customer has deployed Contact Center Manager Server (CCMS) with Communication

Server (CS)1000 Rls. 3.0 and CallPilot Rls. 4.0. To integrate the systems, where must you configure the CallPilot IP Nortel Server Subnet address on CCMS?


  1. Configuration

  2. Feature Report

  3. System Information

  4. Server Setup Configuration


Answer: D


QUESTION: 51

A customer has Contact Center Manager Server (CCMS) with Contact Center Manager Administration (CCMA) and has to configure the browser on desktop PC for CCMA access. What is the proper way of configuring security for web browser?


  1. CCMA URL must be configured as a trusted site and all cookies must be enabled.

  2. CCMA URL does not have to be configured as a trusted site and all cookies must be disabled.

  3. CCMA URL does not have to be configured as a trusted site and only cookies must be disabled.

  4. CCMA URL must be configured as a trusted site and all cookies are either disabled or blocked to the desired level of security.


Answer: D


QUESTION: 52

Historical reports help customers monitor the system performance by providing information on system activity. A customer with a Contact Center Manager (CCM) Rls. 6.0 system

requests that you allow users who belong to the same team to share customized reports. Which actions should you perform via Contact Center Manager Administration (CCMA) to

meet their request?


  1. Use Partition Management to place the users in their own cluster and include the custom cluster in the partition assigned to the agents.

  2. Create custom report groups in Access and Partition Management and include the custom groups in the partition assigned to the users.

  3. Use Access Classes to place the users in their own cluster and include the custom cluster in the partition assigned to the administrator.

  4. Create custom report groups in Access and Partition Management and include the custom groups in the partition assigned to the agents.


Answer: B


QUESTION: 53

Contact Center Manager Administration (CCMA) has been configured. You are unable to

login to Agent Desktop Display. What should you verify first to ensure proper operation?


  1. IIS is running on CCMA server.

  2. Real-time Statistics Multicase (RSM) service is up and running on CCMA server.

  3. IceRTDService is up and running on the Contact Center Manager Server (CCM S) .

  4. Data is going to the client PC by using the IceRTDTrace.exe tool


Answer: D


QUESTION: 54

A customer is installing Contact Center Manager Server on Windows 2003 Server. They

want to integrate Contact Center Manager (CCM) Rls. 6.0 with CallPilot Rls. 4.0. Besides

the CallPilot ELAN Subnet IP address, which number should be programmed as the

CallPilot server port?


A.

108

B.

1008

C.

10008

D.

10001


Answer: C


QUESTION: 55

A customer has installed Contact Center Manager Administration (CCMA) on a Windows

2003 server. Which user account has to be added after CCMA installation?


  1. iceAdmin

  2. TsInternet

  3. webadmin

  4. IUSR_SWC


Answer: D


QUESTION: 56

You have installed Internet Explorer 6.0 and Service Pack 1 on all client PCs. In order for Contact Center Manager Administration (CCMA) to function normally, certain parameters

must be set except one. Which parameter is NOT required to be set?


  1. Disable all cookies.

  2. Enable SSL certificates.

  3. Disable all pop-up blockers.

  4. Configure the CCMA server as a trusted site.


Answer: B


QUESTION: 57

You have begun to troubleshoot a CDN call problem. You have confirmed that the Contact Center Manager Server (CCMS) has acquired the CDN. Which three should be occurring at this time? (Choose three.)


  1. VSID is defined.

  2. AACQ should be set to yes.

  3. CDN should be switched to controlled mode.

  4. CNTL should be configured in controlled mode.

  5. The ASID parameter should appear in the CDN Block.


Answer: B, C, E

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