3303

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3303
Avaya
Avaya Proactive Contact Implementation and Maintenance Exam

http://www.twpass.com/twpass.com/exam.aspx?eCode= 3303

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3303

QUESTION: 1
In Avaya Proactive Contact 5.0, which application can be used to enable/disable the Agent Job
list feature?

A. Agent Application
B. Command User Interface (System Telnet)
C. Analyst
D. Editor

Answer: http://www.twpass.com/twpass.com/exam.aspx?ecode=3303&qno=1
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QUESTION: 2
Which hardware component is required for a hard dialer Proactive Contact 5.X?

A. Avaya Application Enablement Services (AES) 3.1 or later
B. Avaya Enhanced Network Bus Controller (ENBC)
C. Avaya Communication Manager (CM) 3.1 or later
D. TN-744-based Call Classifier Cards version "e" or later

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QUESTION: 3
A system supervisor uses Editor to create a new completion code for use in a Job that will run
later in the day. The job seems to start up without any problem, but when the supervisor looks
at Monitor s Job Completion Code view, no agents are releasing calls using the new code.
Which two Issues would contribute to this problem? (Choose two.)

A. The agents did not get the email describing the new completion code and the
conditions for Itsuse.
B. The completion code changes are in the pending state and won t be available to
agents until after the next dialing application restart.
C. The Proactive Contact Agent application has not been updated to use the new
completion code.
D. Monitor is not working properly. There should be at least a few calls with the new
completion code.
E. The system supervisor forgot to add the new completion code to the agent keys file
associated with the job.

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QUESTION: 4
Which three should you verify if a network connection error is suspected between the Avaya
Proactive Contact 5.X server and the PG230RM? (Choose three.)

A. Run lanscan and landiag and look for collisions and other errors on the internal
network (lan0).
B. Verify the name (switch1) and IP address for the PG230RM matches between the
/etc/hosts onthe AvayaProactiveContact server and in the Network Configuration page
on the PG230RM (under the Current Internet Address).
C. Verify that SWITCHTYPE is set to DIGITAL in /opt/avaya/pds/etc/master.cfg on
the Avaya Proactive Contact server.
D. Verify you have an active flashing LED light on the front of the ENBC card
indicating LAN activity.
E. Verify that there are four swif_dg processes running on the Avaya Proactive Contact
server.

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QUESTION: 5
A system operator reports that agents are randomly being disconnected from Proactive Contact
Agent. You have reviewed the available data and it is inconclusive. Since the problem is
intermittent, you need to set up the dialer so that it will gather the data you need in the future.
Assuming that the current date is February 19, 2011, which command would you enter in the
hopes of recording the next occurrence?

A. tail-facc*0219
B. check_errors 20110219
C. logadm -p opmon |7
D. logcat -p agent

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QUESTION: 6
A system supervisor calls support to report that when Job Agent view in Monitor is used,
agents that are on break cannot be seen. What is the reason for this happening?

A. An agent who is on break is not really on a job. The supervisor should see that the
agent is still on the system by looking at a Dialer Agent view Instead.
B. The agents are exiting out of the Proactive Contact Agent (PC Agent) application
rather than using the "Go On Break" option in the PC Agent menu.
C. Display of agents who have used the "Go On Break" function of PC Agent
application is not supported in Monitor.
D. Monitor may not be configured to display agents who are on break.
E. An agent who has used the "Go On Break" function Is shown as "Off Job" in
Monitor.

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QUESTION: 7
A Job is running on Avaya Proactive Contact 5.0 and the system operator notices that not
enough records are selected. The operator wants to change selection criteria to select more
records and re-run the call selection without stopping the job. How can this be achieved?

A. Change the parameters and re-run the selection from Monitor.
B. Change the parameters and re-run the selection from Editor.
C. Change the parameters and re-run the selection from Command User Interface
(CUI).
D. Change the parameters and re-run the selection from Analyst.

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QUESTION: 8
To configure the opt-out feature for a virtual job, you need to select the check-box against
"Should opt outs be enabled". This enables other configuration parameters for this feature.
Which three configuration parameters are correct? (Choose three.)

A. Opt-out Digit: 5
B. When an opt-out happens, transfer to .. : Transfer to a VDN
C. Message to be played when opt-out fails : 1
D. When opt-out happens, transfer to : Transfer to an outbound job
E. Opt out Digit: #

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QUESTION: 9
What should the crontab of a secondary dialer have?

A. pds_maintenance
B. pds_maintenance and db_rnaintenance
C. pds_maintenance and mts_maintenance
D. pds_maintenance, mts_maintenance and db_mainlenance

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QUESTION: 10
On the Avaya Proactive Contact Analyst application, which section shows you Non-Contact
and Error summary reports?

A. Agent
B. Job
C. Administrative
D. Agent Monthly

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QUESTION: 11
A system operator needs to see failed login attempts on the Avaya Proactive Contact 5.X dialer.
Which login type must be used to see these failed attempts?

A. sysadm
B. system
C. auditor
D. reporter

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QUESTION: 12
A business has a three dialer pod (one primary and two secondary) and ten supervisor
workstations. How many Java processes should be running while checking mid-tier services
(check_mts)?

A. 3
B. 4
C. 10
D. 13
E. 14

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QUESTION: 13
A system operator opens a Job Status view in the Avaya Proactive Contact Monitor and notices
that the status for job EXP100 is shown as Active, but the character-based Job Monitor no
longer shows the job as running. The system operator calls support and asks for an
explanation. Which three actions would you perform to begin troubleshooting the problem?
(Choose three.)

A. Log on to the dialer and run check_db and check_mts.
B. Instruct the supervisor on how to generate debugging data in the cd.log file and ask
the supervisor to send you the output for analysis.
C. Tell the supervisor how to locate her personal directory and how to delete all the
.cmv files foundthere.
D. Log on to the dialer and run sqlplus, and then enter the following query: SQL> select
* from mo_last_status;
E. Log on to the dialer and run sqlplus, and then enter the following query: SQL> select
* from dialerdef;

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QUESTION: 14
A system is logging errors on a porter process during every reboot/restart of Proactive Contact.
Which two parameters, if mismatched, would cause this? (Choose two.)

A. PORTSinmaster, cfg
B. OPERATORS in master, cfg
C. MAXHIDSLOTS in master, cfg
D. H specified ports configuredindgswitch.cfg
E. N specified ports configured in dgswitch.cfg

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QUESTION: 15
What does db_mgr script do?

A. It stops and starts the database
B. It copies calling lists to *.old.
C. It rolls up the daily data into monthly statistics.
D. It removes all old and outdated files from the system.
E. It runs a backup of the database to DVD.

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QUESTION: 16
Which two statements are accurate about configuring the Supervisor Software? (Choose two.)

A. The Configurator is a configuration utility installed with the Health Manager
application.
B. The Configurator needs to be started manually, the first time you run Health
Manager.
C. You configure the Supervisor applications using the Configurator.
D. If the Configurator is not running, access and runitfrom the Role Editor.

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QUESTION: 17
Which three tasks must be completed for the installation of the server operating system
software? (Choose three.)

A. Verify the server specifications and software media.
B. Set the hardware type.
C. Set the date and time.
D. Configure the network information.
E. Install Avaya Proactive Contact software

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QUESTION: 18
Which three files must be configured as part of the switch configuration on the CPU? (Choose
three.)

A. dgswitch.cfg
B. dgcreate.cfg
C. master.cfg
D. opmon.cfg
E. locale.cfg

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QUESTION: 19
When opening the Configuator dialog box in Health Manager, what information is required?
(Choose three.)

A. Primary Proactive Contact Details
B. Secondary Proactive Contact Details
C. Email Server Details
D. WebLM Server Details
E. Database Server Details

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QUESTION: 20
When testing a Reject Report through the System Telnet menu, it is discovered that the wrong
field is included in the report. Where would the list of fields be revised that can be used within
the report to include the missing field?

A. the label section
B. the fields section
C. the dimension section
D. the expression section

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QUESTION: 21
A system operator complains that Analyst reports are running very slowly. You check disk
usage on the dialer and find that the /opt/dbase directory is 80% full. What are two possible
causes of the high disk usage? (Choose two.)

A. The dialer s disk capacity was not sized properly when the dialer was installed.
B. The db_maintenance script is not scheduled in cron.
C. A database backup has not been run recently.
D. All data is being stored on the primary dialer rather that distributed across the dialers
in a pod.
E. Another customer service engineer had to run stop_mts_services and
start_mts_services earlier inthe day because of an error with data pump.

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QUESTION: 22
A company s host needs the ability to send multiple downloads to the Proactive Contact system
throughout the day rather than one automatic download in the morning. This must occur
without interruption in calling activity. Which feature accomplishes this?

A. Infinite Job
B. Post update
C. Virtual Agent
D. Batch Campaign Update

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QUESTION: 23
A system operator has edited a current calling list though Editor. The list is not being used
currently by any active jobs or processes. Which two statements are true about this scenario?
(Choose two.)

A. The modified list configuration can be saved as Active and be used immediately.
B. The modified list configuration can be saved as Pending; then the system operator
can rightclickon the pending list configuration and choose "Make Active" for the
changes to go live immediately.
C. The Active list configuration must be deleted before saving the new configuration.
D. The modified list configuration can be saved as In Progress so that later changes can
be madewithout risk of changing the live configuration.
E. The modified list configuration can be saved as Pending; the changes will become
live upon the next dialing application restart.

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QUESTION: 24
What permissions can be assigned to a Role in Role Editor Application?

A. Read/Job control/Write
B. Read/Write/Execute
C. Read/Edit/Execute
D. Read/Manage/Write

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QUESTION: 25
Avaya Proactive Contact 5.0 allows a business to run the Unit Work List feature on an Infinite
Job. What is the parameter needed and where can it be configured?

A. MAX_EXPANSION_UNIT in master.cfg
B. MAXJOBS in master.cfg
C. Max Additional Units in Editor
D. Max Records In Editor

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QUESTION: 26
From the System Administrator Main menu option for Transfer and Process records, the option
for "Recover old calling list" performs which task?

A. Restores calling list from Backup storage device.
B. Reprocesses calling list from previous raw file data from host.
C. Restores calling list data using Latelist/Latemark processing.
D. Restores calling list data from prior day s tran.stat files.
E. Restores calling list from prior day s automated standard calling list file backup.

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QUESTION: 27
A business wants to configure Avaya Proactive Contact 5.0 with Avaya Aura Contact Center
for Blending. Which Avaya software is needed?

A. Application Enablement Services (AES)
B. Communication Control Toolkit (CCT)
C. Telephony Server Application Programming Interface (TSAPI)
D. Telephone Application Programming Interface (TAPI)

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QUESTION: 28
You have just configured all of the dialers in pod with high availability Lightweight Directory
Access Protocol (HA-LDAP).What needs to be performed for the replication of the user
accounts to work properly?

A. Stop and start the mid-tier processes on the primary dialer only.
B. Stop and start the dialer processes on the primary and secondary dialers.
C. Stop and start the LDAP service on the primary dialer only.
D. Stop and start the LDAP service on the primary and secondary dialers.

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QUESTION: 29
Which three steps should you perform if Avaya Proactive Contact Supervisor is not working?
(Choose three,)

A. Verify that the Avaya Proactive Contact Supervisor workstation name and IP address
are correct in the /etc/hosts file on the Avaya Proactive Contact primary dialer server.
B. Test that the connection in the Oracle ODBC Driver configuration window in the
"AvayaPDSDB" System Data Source Name (DSN) is available in the computer s
Control Panel > Administrator Tools > Data Sources (ODBC).
C. Verify that the mid-tier Configurator tool has the correct network information for the
Avaya Proactive Contact primary server.
D. Verify that the Avaya Proactive Contact Event Services Software Development Kit
(SDK) wasinstalled prior to Supervisor.
E. Run check_pds and check_mts on the primary Avaya Proactive Contact server to
determine if any Mid-Tier services have failed.

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QUESTION: 30
What manages users on an Avaya Proactive Contact (APC. pod configuration?

A. Enterprise Lightweight Directory Access Protocol (LDAP)
B. High Availability LDAP
C. Active Directory
D. Linux Shadow files

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QUESTION: 31
Which backup would contain a complete image of the system on Proactive Contact?

A. Complete System
B. System and Calling Lists
C. System Configuration Files
D. Create Bootable Backup

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QUESTION: 32
Which Supervisor Application can be used to edit license server settings?

A. Editor
B. Role Editor
C. Monitor
D. Health Manager

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QUESTION: 33
A business is using inbound on an Avaya Proactive Contact (APC. system and wants to collect
inbound Automatic Number Identification/Dialed Number Identification Service (ANI/DNIS).
They have standard T1s/E1s/J1s.Which card must be installed and configured on one
processor of a Digital Signal Processor - 2 (DSP2) to collect these digits?

A. Digital Dialer Card (DD
C.
B. Enhanced DTMF Receiver Card (EDR
C.
C. Enhanced Digital Tone Generator (EDTG)
D. Enhanced Call Progress Analyzer (ECPA)

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QUESTION: 34
A system operator is receiving errors on a porter process during every reboot/restart of
Proactive Contact.Which two parameters, if mismatched, would cause this? (Choose two.)

A. PORTS in master.cfg
B. OPERATORS in master.cfg
C. MAXHIDSLOTS in master.cfg
D. lines configured in dgswitch.cfg

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QUESTION: 35
What does the Expert Calling Ratio setting determine?

A. how many calls to place, based on the ratio of idle agents and agents on calls
B. how many calls to place, based on the ratio of total agents on the campaign and the
number of available lines
C. how many calls to place, based on the ratio of prior call outcomes (connects versus
nonconnects)
D. when to place outbound calls for agents while in idle time
E. when to place outbound calls for agents while in work time

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QUESTION: 36
A system operator wants the Caller Line Identification (CLI or Caller ID. received by the called
party to be from a particular field in the calling list. What would be used to accomplish this?

A. hard coding Automated Number Identification (ANI) on the Digital switch
B. calling party number (ANI) by record
C. calling party number by Job
D. carrier/phone service provider should suppress ANI from dialer
E. carrier/phone service provider should build a Caller ID table based on called number
and display based on this value

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QUESTION: 37
A system supervisor wants to schedule an Analyst Job Performance report to be run at 10:00
PM every evening, after dialing is finished. Which steps should be performed to do this?

A. Open Analyst, then click on PC Analysis.
B. Open Editor, then click on Scheduler.
C. Call support to have the cron file revised.
D. Open Analyst, then click on Scheduler.
E. Click on the Start menu, then click on Control Panel, then click on Scheduled Tasks.

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QUESTION: 38
Your mid-tier database is not available on the network. From a secondary dialer in the pod, the
database server cannot be pinged. How would you resolve the issue?

A. Verify if the domain name is correct in the resolv.conf file.
B. Verify if the host name is correct in the nsswitch.conf file.
C. Verify if the IP address is correct in the hosts.conf file.
D. Verify if the IP address is correct in the dns.conf file.

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QUESTION: 39
A system administrator has set up a new completion code in Editor on Proactive Contact 5.X.
A Job is started and after some time has passed, the Monitor is opened to see how many calls
have been released using the new completion code. No calls have been released. What are
three reasons for this happening? (Choose three.)

A. The new completion code Is not available for use untilafter the next dialer restart.
B. The new completion code is an agent completion code.
C. The completion code was not assigned to a short-cut key.
D. The agents was not aware of the new completion code.
E. The new code was not available because it was created on another dialer in the pod.

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QUESTION: 40
A system operator informs you that a Job they ran did not call as many records as were
selected. Which three reasons could be the cause? (Choose three.)

A. Another job has called the records between the time the record selection was run and
when thisparticular job attempted the call.
B. The call selection index contained records which did not match the selection criteria,
thus the job canceled the rail.
C. The Phone Strategy used for the record selection has Initial Phones set to PHONE1
:* only, andthus can select records which do not have a valid PHONE1 but have a valid
PHONE2.
D. The calling list being used was downloaded and overwritten during calling.
E. The quota settings were not active for the job.

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QUESTION: 41
What are two true statements about agent headset connections for agents using the Agent Blend
feature in a Service Level domain group? (Choose two.)

A. The agent s headset is connected immediately by the Avaya Proactive Contact
(APC.upon initial login through the acquire VDN (acquired).
B. The agent s headset is connected (acquireD.only when the inbound service level of
their domaingroup is being met or exceeded.
C. When acquired, if the service level of the Domain Group the agent is associated with
is not beingmet, the agent s headset is disconnected (releaseD.with the next record
release.
D. When acquired, the agent should use their aux buttons on their phone between calls
to indicate their current state so the APC will know when they are available to handle
additional calls.
E. when acquired by the APC, the agent will hear different zip tones indicating either
they havebeen connected to an inbound call or outbound call.

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QUESTION: 42
Which three features are available in soft-dialer? (Choose three.)

A. Wait For Beep Detection
B. Agent Blending
C. Native Voice and Data Transfer (NVDT)
D. Agent Owned Recall (AOR)
E. List Sharing

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QUESTION: 43
A company uses Avaya Proactive Contact (APC. 5.X and outbound dialing to perform debt
collection for a car dealership. They want to play a message that is appropriate based on the call
recipient s past due balance if that call ends up in the wait queue. Which APC feature should
be used?

A. unit work list
B. record selection criteria
C. virtual campaign
D. record specific messaging

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QUESTION: 44
You see the following messages in a PG230RM log file: #00Fri Jul 15, 2011 16:26:31
HST013; Host < ENET1 > Socket Read Error $FFFFFFFF:Incorrect Internet Address #00Fri
Jul 15, 2011 16:26:31 HST002: Host < ENET1 > Has Failed Due To: Socket Read Error
#00Frl Jul 15, 2011 16:26:31 FRM503: Minor Alarm Set For - ALM010: Host
Communications Failure (NSA) #00 Fri Jul 15, 2011 16:26:31 FRM504; Major Alarm Set For
- ALM011: No Hosts Available (SA) What do these messages indicate is happening?

A. An Incorrect IP address has been configured for the PG230RM.
B. The network connection to the PSTN/carrier has been lost and the communication
path will need to be reset.
C. This is normal maintenance; the pds processes are restarting on the Proactive Contact
application server.
D. The socket/network connection to the Avaya Enablement Service (AES) host for
telephony event reporting has been lost.
E. The Network File System (NFS) host connection to the Proactive Contact application
server has been reset.

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QUESTION: 45
A system operator informs you that a Job they ran called records with BALANCEDUE from 0
to 6000, but they built their selection to select records with BALANCEDUE: <100. Which
three reasons would be the cause for this? (Choose three.)

A. The calling list being used was downloaded and overwritten during calling.
B. The record selection criteria has the following configuration:
SELECT:BALANCEDUE:<100;A:1 SELECT :CVCODE: AC1: A: 1 SELECT:
ACCTCODE: 1000-5999:O:1 SELECT:CVC0DE:AC1,AC4:A:2 SELECT;
ACCTCODE: 6000-9999: A: 2.
C. The Phone Strategy used for the record selection has Initial Phones set to
PHONE1:*, allowing any record to be selected, ignoring the BALANCEDUE selection
criteria.
D. The job was configured for a different calling list than the selection was run on.
E. The agents are using the search calling list function and manually choosing the
wrong records forcalling.

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QUESTION: 46
What does Native Voice and Data Transfer do?

A. Allow a Blind Transfer to a Supervisor s phone.
B. Allow a Supervised Transfer to a Supervisor s phone.
C. Transfer voice and data from an outbound job to an outbound job.
D. Transfer voice and data from an outbound or blend Job to a blend or inbound job.

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QUESTION: 47
Which two statements are accurate regarding networking requirements in Avaya Proactive
Contact (APC. installation? (Choose two.)

A. The connection between a PG230 and the Application server must be l0BaseT.
B. The APC server can use a DHCP address.
C. APC supports Ethernet III networks with User Datagram Protocol (UDP) feature.
D. The supervisor workstation requires a DHCP address.
E. Traffic isolation is needed between the digital switch and the Application
Enablement Services (AES).

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QUESTION: 48
A system operator can modify the Completion Codes in Editor but not manage an active Job in
Monitor, while other users can do both. How would you determine what is causing the
problem?

A. Run dheck_pds on the affected Avaya Proactive Contact server (the one the job is
running on, not Just the primary) to verify that enserver is running.
B. Run check_mts on the primary Avaya Proactive Contact server to verify all Mid-Tier
components are running.
C. Test the connection in the Oracle ODBC Driver configuration window in the
"AvayaPDSDB" System DSN available in the workstations Control Panel >
Administrator Tools > Data Sources (ODBC.on the affected user s workstation.
D. Verify that the user s permissions include Job control access to Monitor in Role
Editor.
E. Use enclient from the user s workstation to verify basic event service messages are
being received across that particular workstation s network path.

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QUESTION: 49
A system operator states that a job ended, but the linked Job did not start. You verified that Job
linking was configured correctly. Using Avaya Proactive Contact 5.X, which three actions
would you perform to investigate this problem further? (Choose three.)

A. Check the account log to seeifthe user remembered to run the record selection for the
linked job.
B. Check the mid_tier_log to see if a supervisor chose to link to a different job while the
original job was running.
C. Run check_errors for the time range during which the original job stopped and the
linked job wassupposed to start.
D. Check the supervisor s cd.log file to see if the supervisor made any changes to the
job while it was running.
E. Check the account log to see if a supervisor stopped the original job manually.

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QUESTION: 50
A system operator complains that Analyst reports do not show any data for yesterday. Which
three actions would you take to resolve this problem? (Choose three.)

A. Check the mo_last_status table In the database to see if data was written to the
historicaldatabase yesterday.
B. Check to see if a data store file was created with yesterday s date.
C. Run stop_rnts_svcs and start_mts_svcs to reset the database and its associated
processes.
D. Identify which jobs ran yesterday and locate the tran.stat file associated with each.
E. Restore the database backup from yesterday.

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QUESTION: 51
A system operator has accidentally deleted a very complicated and frequently used call
selection file. The system operator must determine if the type of backup that is made every
evening includes the files that allow this call selection to be restored. Which two types of
backups include a call selection file? (Choose two.)

A. database
B. data/stat files
C. system configuration files
D. system and calling lists

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QUESTION: 52
A system operator needs to configure telephone numbers in 720-435-xxxx to be in the
Mountain No Daylight time zone (K). The exhibit shows the current configuration for the 720
area code. What must the system operator do to make the required changes?
avaya&c=3303&q=1

A. Add the area code "720" to K - Mountain No Daylight.
B. Add the area code and prefix "720:435" to K - Mountain No Daylight.
C. Delete "720" from J - Mountain Daylight, then add "720:435" to K - Mountain No
Daylight.
D. Delete "720" from J - Mountain Daylight,then add "720" to K - Mountain
NoDaylight.
E. Modify time zone designation from J -Mountain Daylight to K - Mountain No
Daylight for area code and prefix "720:435".

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QUESTION: 53
From where can you run the backup complete system?

A. Campaign Analyst
B. Supervisor Main Menu
C. Campaign Monitor
D. Administrator Main Menu

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QUESTION: 54
How can you enable the Escape General Recall feature in Avaya Proactive Contact 5.X?

A. set the parameter in rnaster.cfg
B. through Monitor
C. through Jobmon Character-based User Interface (CUI)
D. through Editor

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QUESTION: 55
Agents are no longer being acquired or released.Which two command-line troubleshooting
tools can be used to see if all of the blend processes are still running? (Choose two.)

A. rpm -I
B. cbaui
C. vmstat
D. check_pds

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QUESTION: 56
Which tool is used to obtain the operation status of the acdmon binary?

A. acdsnapshot
B. aodsnapdump
C. dunup_tool
D. adump

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QUESTION: 57
Every day in the early afternoon, dccserver crashes. The system operator calls support and asks
for an explanation.Which three resources would you use to investigate this problem further?
(Choose three.)

A. cron
B. dccs_logfile
C. cd.log
D. account.log
E. soe_log

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QUESTION: 58
A business using Avaya Proactive Contact with PG230 would like called parties to hear a
specific message (message 4 - fwait3) while on hold during a warm transfer. What are two
correct configurations for this requirement? (Choose two.)

A. A "Transfer Wait Queue" script should be built with fwait3 and configured in the
"Script label touse for transferring to wait queue" for transferring using the Native
Voice and Data Transfer (NVDT) feature.
B. A "Transfer Wait Queue" script should be built with fwait3 and configured in the
"Script label touse for transferring to wait queue" when transferring using transfer
trunks.
C. "4 | message 4" should be configured in the "Number of message to play while on
hold awaitingtransfer" setting when transferring using the NVDT feature.
D. "4 | message 4" should be configured in the "Number of message to play while on
hold awaitingtransfer" setting when transferring using transfer trunks.
E. "4 | message 4" should be configured in the "Number of message to play while on
hold awaitingtransfer" setting when transferring using hookflash transfers.

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QUESTION: 59
A Job is running and agents are logged in, but a report executed from Analyst shows no data
for that job. On the Historical Data Server Component (HDSC. system, you confirm that the
database is running.What are two possible causes for this? (Choose two.)

A. The data pump is not running.
B. The logger is not running.
C. The service monitor is not running.
D. The dccserver is not running.
E. The HDSC system is not running.

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QUESTION: 60
In the Proactive Contact Analyst application, what is the default duration for which you get the
data on non-monthly Agent Activity reports?

A. three months plus the current month
B. six months plus the current month
C. The current month
D. since the dialer was installed

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QUESTION: 61
Which report in Avaya Proactive Contact Analyst shows the configured Agent hierarchies?

A. Agent Report
B. Job Report
C. Administrative Report
D. Agent Monthly Report

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QUESTION: 62
A system operator observes that on a particular job, agents are being presented with unexpected
release codes after selecting the release line button. Which configuration in the job should be
examined?

A. agent key definition file name
B. script label to use for making call
C. outbound Screen
D. record selection file name

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QUESTION: 63
Which three hardware components are required for a Proactive Contact with Computer
Telephony Integration (CTI) configuration using predictive dialing? (Choose three.)

A. Avaya Application Enablement Services (AES) 3.1 or later
B. Avaya PG230 gateway or Avaya PG230RM gateway
C. Avaya Communication Manager (CM) 3.1 or later
D. TN-744-based Call Classifier Cards version "e"or later
E. Enhanced Network Bus Controller

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QUESTION: 64
Which three are required for license server setup? (Choose three.)

A. Tomcat
B. JBOSS
C. WebLM Installation
D. The license file generated using the Avaya Product Licensing and Delivery System
(PLDS)
E. The license file installed on each Avaya Proactive Contact (APC.system in a pod.

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QUESTION: 65
Which two statements are accurate about Agent Owned Recall (AOR) and shadow Jobs?
(Choose two.)

A. Completion Code 98 and 19 are associated with Agent Owned Recall.
B. If agent1sets an AOR on a record for tomorrow, the AOR can be passed to agent2, if
agent1is not available at RECALLTIME tomorrow.
C. Supervisors have to start the shadow jobs at the start of the day.
D. If agent1sets an AOR on a record for 10 minutes the AOR can be passed to agent2 if
agent1hasleft the job (assuming the original job is still running).
E. There can be more than one shadow job configured per calling list.

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QUESTION: 66
The Proactive Contact is unable to be reached from workstations on the customer LAN.
However, the administrator console is able to see all of the Proactive Contact components.
Which command is used to verify that the link to the customer LAN is running?

A. getvar
B. vmstat
C. netstat
D. sadc

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QUESTION: 67
To enable the use of Predictive Blend Agents on a dialer, which two types of licenses are
acquired from the WebLM server? (Choose two.)

A. Basic Agent License
B. Predictive Agent License
C. Supervisor License
D. Preview Agent License
E. Common Agent License

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QUESTION: 68
Which two statements describe what the LATELIST/LATEMARK feature does? (Choose
two.)

A. Retain historical calling statistics for the last five attempts on each phone on
consecutive day sdownloads (e.g. date and time of call and completion code).
B. Mark duplicate records as unable to be called.
C. Retain the ENTRYDATE field on consecutive day s downloads, and if desired, mark
a record un-callable after x days on the system.
D. Retain recall configuration data set on account on consecutive day s download.
E. Copy missing records from the prior day s calling list to the newly downloaded
calling list.

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QUESTION: 69
Which command would you run to check that the link to a "Time Server" is functioning and is
stable?

A. ntpstat
B. ethtool eth0
C. ethtool eth1
D. netstat -r

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QUESTION: 70
A system operator finds that many records are being released on the system as completion code
04. Which feature should be used to determine if specific lines are having a problem?

A. PIF Report
B. Event Monitor
C. List Distribution
D. PC Analysis Extract

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QUESTION: 71
Which statement is accurate regarding Avaya Proactive Contact Supervisor?

A. Supervisor includes the following tools: Monitor, Internet Monitor, Editor, Analyst,
Health Manager and Role Editor.
B. Agent Blending Administrator is accessible through Analyst.
C. Supervisor contains components through which a user can control processes, control
jobs, and view reports and statistics for Proactive Contact.
D. The Hierarchy Manager tool is accessed through Editor.

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QUESTION: 72
In the case of an Avaya Proactive Contact (APC. pod configuration, which two services are run
on the Secondary APC? (Choose two.)

A. StatspumpCtrl
B. porter
C. ccs
D. agentd
E. rtdataSvr

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QUESTION: 73
Which three statements are true for IP address requirements in an Avaya Proactive Contact
(APC. installation? (Choose three.)

A. The APC server IP address is required for Proactive Contact Agent installation.
B. The Administration Stored Procedure Interface (ASPI) server component needs a
securitytoken/key and login name for the host when installed.
C. Proactive Contact requires an IP address for the Proactive Contact System CPU to
allow communication to the network.
D. Static IP addresses are needed for supervisor workstations.
E. Other internal components are assigned IP addresses by Avaya to separate internal
and externalwork traffic.

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QUESTION: 74
Which command would you use to test event services?

A. enclient
B. check_pds
C. check_mts
D. dataclient

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QUESTION: 75
A new section has been added to an existing call center, including new desks, computers, and
telephones. Some of the call center agents in this new area are trying to log into Proactive
Contact and receive the error. "Invalid headset ID." Call center agents in the older section of
the call center are working fine. The Communications Manager indicates that the new section
has new extensions.Which file should be reviewed to determine the problem?

A. opmon.cfg
B. dgswitch.cfg
C. phonefmt.cfg
D. dispatcher.cfg

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QUESTION: 76
A business requires a hard-dialer solution with 300 agents, 600 lines and the capability to have
total messages recorded up to 60 minutes in length. What will be the requirements for the
Large Port Voice Card 2 (LPVC2)?

A. one LPVC2 card with 16 MB on-board memory
B. two LPVC2 cards with 16 MB on-board memory
C. one LPVC2 card with 32 MB on-board memory
D. two LPVC2 cards with 32 MB on-board memory

-------------------------------------------------------------------------------------------------------------------------------------

QUESTION: 77
Which two statements are true for the Cell Phone Campaign Call Progress setting? (Choose
two.)

A. A value of 0 turns off the feature.
B. Four (4) is the longest duration for the system to "listen" to the call and one (1) is the
minimum.
C. One (1) is the longest duration for the system to "listen" to the call and four (4) is the
minimum.
D. This feature should be set to one (1) for UK due to OFCOM regulations.
E. This feature should be set to four (4) for UK due to OFCOM regulations.

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QUESTION: 78
A business wants to configure the Agent Blending feature to work with Avaya Aura Contact
Center (AACC). One of the configuration files you copy to ctirc1 is ctirc.auracc which
requires modification of this line: CallRecordUser:<AACC Server IP>:<Domain>:<AACC
Switch Connection Type>:<Event Watch Interval in Secs>: 9080:9091:9092 What are two
valid values for "AACC Switch Connection Type"? (Choose two.)

A. SSH
B. SIP
C. AML
D. H.323
E. PRI

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QUESTION: 79
The implementation engineer has completed the pre-installation processes and has established
the necessary connections for an Avaya Proactive Contact (APC. system. She is now ready to
install the Proactive Contact software. After installing the operating system, what is the next
step required for the APC software installation?

A. Install WebLM.
B. Install the Dialer software.
C. Plan system capacity.
D. Add ports to resource groups.

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QUESTION: 80
A business needs to use a custom call recorder to record calls placed by Avaya Proactive
Contact. Which interface is required to use this?

A. Event SDK
B. Agent API
C. SSH
D. VLTerm

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QUESTION: 81
A business wants to setup a hard-dialer with 400 lines and 200 agents. What should be the
entry for the PORTS parameter in the master.cfg file?

A. 200
B. 400
C. 600
D. 800

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QUESTION: 82
What are the correct Job control functions available in Avaya Proactive Contact Monitor
application?

A. Start or stop job, change or set Job link, change minimum hit rate, add or remove
lines.
B. Stop job, change minimum hit rate, change calling list, change quota settings, change
retries settings.
C. Stop job, change minimum hit rate, change retries settings, change line assignments,
change quota settings.
D. Start or stop job, change minimum hit rate, change retries settings, change expert
calling ratio setting.

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