Refer to the Exhibit

question 41

Multiple Choice

Refer to the exhibit. A call center administrator has devised a way to provide special treatment for high profile customers, by filtering these agent's Automatic Number Identification (ANI) using a vector routing table, and interflowing these calls to be queued at a higher priority. Unfortunately, after the new VDN/vector steps where implemented, those customers are queuing to the incorrect group of agents. What would be the reason for this?

• A) VDN Override on VDN 7202 is set to no.
• B) VDN Override on VDN 7201 is set to yes.
• C) No agents are staffed in skill 1.
• D) The caller has blocked his calling party number, a match cannot be found, and call processing for this call will cease.

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Definitions:

Ambient Traffic Sounds

Background noise created by the movement of vehicles, which can affect environmental soundscapes and potentially human well-being.

Conversation

An informal talk where two or more people exchange thoughts, opinions, or information.

Offices Equipment

Tools, appliances, machines, and other physical items used in an office to facilitate work and operations.

Contact Cultures

Societies that emphasize physical touch as a means of communication and expression of sociability and warmth.