單項選擇題What formula do you use to calculate the number of agents in a Call Center?（）

A.Erlang B  
B.Erlang C  
C.AHT * BHCA  
D.VG ports + IVR ports  


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2.多項選擇題CiscoWorks IP Telephony Environment Monitor (ITEM) provides what two serviceability capabilities?（）

A.Tool to collect syslog messages from multiple sources  
B.User Tracking to track IP telephones  
C.Diagnostic trace tools to analyze connectivity  
D.Monitoring of Cisco voice elements  
E.Problem alerts for operations personnel

3.單項選擇題What allows you to monitor the system performance of the Cisco CRS System (CPU, memory, etc.)?（）

A.Cisco Desktop Administrator  
B.Cisco Supervisor Desktop  
C.Microsoft Windows 2000 Performance Monitoring  
D.CRS Application Administration  
E.CRS Application Editor 

4.單項選擇題What issues notification messages for CRS engine errors?（）

A.SNMP Trap  
B.Alarm  
C.CDP  
D.syslog

5.多項選擇題By which ways does remote monitoring allow the monitored call to be selected?（）

A.Agent Name  
B.Agent Extension  
C.application ID  
D.Media Group ID
E.CSQ ID  

6.單項選擇題How often does the CSQ stat screen automatically refresh?（）

A.1 second  
B.5 seconds  
C.10 seconds  
D.30 seconds  
E.60 seconds 

7.單項選擇題When a valid SQL Query in a DB Read step returns 0 rows, which branch of the step will be executed? （）

A.Timeout  
B.SQL Error  
C.Successful  
D.Connection Not Available  

8.單項選擇題How can you configure the Prompt step to play different prompts following subsequent timeouts or retries? （）

A.Configure it as a Generated Prompt.  
B.Configure it as a Random Container Prompt.  
C.Configure it as an Escalating Container Prompt.  
D.Configure it as a Concatenated Container Prompt

9.單項選擇題Which step would you use to get information about the number of contacts currently in queue?（）

A.Get Contact Info  
B.Get Session Info  
C.Get Call Contact Info  
D.Get Reporting Statistics 

10.單項選擇題Which step is designed to prompt a user to press or say a single-digit number to perform a specific function? （）

A.Menu  
B.Get Digit String  
C.Get Call Contact Info  
D.Extended Get Digit String