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Code d'Examen: 132-S-708.1
Nom d'Examen: Avaya (Specialist: Avaya Voice Self-Service Design Elective Exam)
Questions et réponses: 77 Q&As
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NO.1 A thriving mail order business has a busy contact center that takes orders from existing and new
customers. This business has chosen to implement an Avaya Voice Self-Service solution to process
routine orders to reduce the staffing costs. What are three benefits that this company can expect to derive
from implementing an Avaya Voice Self-Service solution? (Choose three.)
A.Agents can focus on complex customer issues.
B.Solution provides an effective 1-way voicemail solution.
C.Answers to common questions are available at any time.
D.Callers are connected directly to the agent of their choice.
E.Callers can be directed to routine information without agent assistance.
Answer:A C E
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NO.2 A thriving mail order business has a busy contact center that takes orders from existing and new
customers. This business has chosen to implement an Avaya Voice Self-Service solution to process
routine orders to reduce the staffing costs. They would like to implement a more sophisticated solution for
routing calls to agents, and make it seamless. They want callers to be identified, serviced, and if needed,
routed to an agent with minimal input from the caller. Which product integrates with Avaya Voice
Self-Service solutions to meet this need?
A.IBM WebSphere
B.Avaya Proactive Contact
C.Avaya Interaction Center
D.Call Management System
Answer:C
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NO.3 A healthcare company operates a mail order prescription business. Its contact center primarily takes
orders from existing and new customers. Upper management has decided not to implement an Avaya
Voice Self-Service solution, but use a competitor instead. The IT staff believes that once they implement
the new system, it will not operate as advertised. The IT staff asks you what they can do to ensure that
their application development time is not wasted in the event that they ultimately decide to migrate to
Avaya Voice Portal in the future. What is the most cost-effective advice you can give the IT staff?
A.Advise them to create their application using the competitor's proprietary tool set.
B.Advise them to create an application that exposes the weaknesses of the competitor platform.
C.Advise them to escalate the decision about the platform since it will be very difficult to convert later on.
D.Advise them to create their application in VoiceXML so that there will be portability to Avaya Voice
Portal.
Answer:D
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NO.4 A customer currently has one contact center in Denver using Avaya Interactive Response (IR). They
use TDM, Speech Recognition (ASR), and Text-to-Speech (TTS). In addition to these features, their
applications are all written in TAS. They are very satisfied with the state of their current applications. They
are opening a new facility in another location and want to have the same Voice Self-Service applications
in this new location. They need the new location operational in four weeks. Cost is an issue. Since cost
and expediency are primary concerns, what would you suggest to add Voice Self-Service capacity to the
new location?
A.Add Avaya Voice Portal systems/ports in the new location.
B.Add Avaya Dialog Designer systems/ports in the new location.
C.Add Avaya Interactive Response systems/ports in the new location.
D.Add Avaya Interactive Response systems/ports to the primary location.
Answer:C
Avaya 132-S-708.1 examen 132-S-708.1
NO.5 Which integration alternative provides optimal routing to an agent based on information gathered at any
given point within a Voice Self-Service application?
A.Avaya Interaction Center
B.Avaya Proactive Contact
C.Avaya Operational Analyst
D.Avaya Interactive Intelligence
Answer:A
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NO.6 A customer currently has one contact center in Los Angeles using CONVERSANT? They use TDM
and DTMF. They are dissatisfied with the state of their current applications. They want to use speech
applications to simplify classification and routing of customer calls. They also expect a much higher
resolution of calls within their Voice Self-Service environment. The customer has rigid IT standards. The
only approved server hardware is Intel-based. Servers must only be purchased through the IT department.
Which two Voice Self-Service components would closely align with the customer's requirements?
(Choose two.)
A.IVR Designer
B.Avaya Voice Portal
C.Avaya Dialog Designer
D.Avaya Interactive Response
Answer:B C
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NO.7 Which three elements are required to run an Avaya Voice Portal solution with a speech application?
(Choose three.)
A.Speech Server
B.Domain Controller
C.Media Processing Platform (MPP)
D.Voice Portal Management System (VPMS)
E.Lightweight Directory Access Protocol (LDAP)
Answer:A C D
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NO.8 Which two methods can be used to get and put data between Avaya Interactive Response (IR) and
Avaya Interaction Center (IC)? (Choose two.)
A.LAN Gateway
B.DLG Connector
C.VOX Connector provided with IC
D.IC Connector provided with Avaya Dialog Designer
Answer:C D
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