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11 Converged Network Management > Self Test Answers

SELF TEST ANSWERS

Identify Elements of a Call Center or Contact Center

1. Image B is correct. This is manual call routing, since the receptionist is actually involved in the routing process.
Image A, C, and D are incorrect. Automatic call routing works based on the incoming number. IVR allows the telephone system to understand and respond to voice commands. CDR is the call detail record log.

2. Image A is correct. The ACD, or automatic call distributor, is responsible for this routing.
Image B, C, and D are incorrect. The CDR is the call detail record log. The receptionist is a person so he would not be involved in automatic actions. The DTS acronym is not defined in the CTP+ knowledge domains.

3. Image D is correct. The CTI (computer telephony integration) application will enable a contact center.


  

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