• Description:Nortel 920-165 (NNCDS) Contact Center Ris.6.0
• Passing Score:75%
• Practice Test - Number of questions:53 questions
• Simulation Test - Number of questions:53 questions
• Simulation Test Duration:41 minutes
• Has explanations:No

IT department with a Communication Server (CS) 1000 switch and Contact Center Manager (CCM) Rls. 6.0 is installing a Contact Center Multimedia (CCMM) server. Contact Center Manager Server (CCMS)-controlled Route Points are used to queue and route web transactions to the appropriate skillset and to the appropriate agent. In addition to other considerations, which action must be taken to achieve this?

Answer(s)

1. Ensure CCMM scripts are identical to CCMS scripts.
2. The CDNs must be mapped to the multimedia skillsets in the Contact Center Manager Administration (CCMA) configuration.
3. Ensure CCMM web transactions and CCMS voice calls are routed in the same way.
4. The multimediaskillsets must be mapped to the Route Points using the CCMM administration tool.

The multimediaskillsets must be mapped to the Route Points using the CCMM administration tool.