132-S-708.

Specialist: Avaya Voice Self-Service Design Elective Exam

Version 1.0
QUESTION NO: 1

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

QUESTION NO: 2

A thriving mail order business has a busy contact center that takes orders from existing
and new customers. To process routine orders and reduce staffing costs, they have chosen
to implement an Avaya Voice Self-Service solution. They want a sophisticated seamless
solution for routing calls to agents. They want callers to be identified, serviced (provide
routine information), and routed to an agent with minimal input from the caller.
Which two speech elements would be required to implement this solution? (Choose two.)

A. Voice over IP (VoIP)

B. Text-to-Speech (TTS)
C. Speech Recognition (SR)
D. Speech Application Builder (SAB)

Answer: B, C

QUESTION NO: 3

Which two hardware components are required for Avaya Interactive Response (IR) using
Voice over IP? (Choose two.)

A. NMS boards
B. Dialogic boards
C. Sun Sparc-based server
D. Communication Manager

Answer: C, D

QUESTION NO: 4

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

QUESTION NO: 5

Which two application servers are supported by Avaya Dialog Designer? (Choose two.)

A. Microsoft IIS
B. Apache Tomcat
C. IBM WebSphere
D. Oracle J2EE Web Server

Answer: B, C

QUESTION NO: 6

An Avaya Voice Self-Service customer has a limited service contract for IT and
telecommunications. They only have staff available from 9 a.m. to 5 p.m.; otherwise they
are available using a pager. The contact center uses Avaya contact center and reporting
solutions. The contact center has staff onsite 24 hours a day. They actively monitor their
agent pool and have offered to monitor Voice Self-Service ports if they can have access to
the data center to monitor the system's health. There are significant security concerns
with providing this type of access to non-technical staff. Which alternative would allow
the contact center personnel some monitoring capabilities?

A. Place the self-service ports behind the Communication Manager; monitor the ports on
the Call Management System (CMS) using real-time reports.
B. Place the self-service ports in front of the Communication Manager; monitor the ports
on the Call Management System (CMS) using real-time reports.
C. Place the self-service ports behind the Communication Manager; turn on Redirect On
No-Answer (RONA) to route calls to supervisory personnel when ports go out of service.
D. Place the self-service ports in front the Communication Manager; turn on Redirect On
No-Answer (RONA) to route calls to supervisory personnel when ports go out of service.

Answer: A

QUESTION NO: 7

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

QUESTION NO: 8

A company has decided to enter the ISV business and create custom Voice Self-Service
applications for Avaya platforms. They want to learn a single tool set and would like to be
in this business for the foreseeable future. Which skill set should they develop to be
compatible with current and future Voice Self-Service applications?

A. IVR Designer and VoiceXML

B. Dialog Designer and VoiceXML
C. Voice@Work and ScriptBuilder
D. IVR Designer and Transaction Assembly Script

Answer: B

QUESTION NO: 9

Which two hardware components are required for Avaya Voice Portal using Voice over
IP? (Choose two.)

A. NMS boards
B. Dialogic boards
C. Intel/AMD server
D. Communication Manager

Answer: C, D

QUESTION NO: 10
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

QUESTION NO: 11

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

QUESTION NO: 12

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 SelfService 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

QUESTION NO: 13
Which two represent native capabilities of Avaya Dialog Designer? (Choose two.)

A. Speaker Verification
B. Application Simulation
C. TAS Application Development
D. VoiceXML Application Development

Answer: B, D

QUESTION NO: 14

Your customer's company has extensive web services architecture. All communication
with customers has been through web chat and email. Customer demand has required the
company to setup a call center. They can only afford to staff a few agents, and firmly
believe that a speech application that accesses their existing web services would fulfill
70-80% of their incoming calls. Which solution would meet their requirements?

A. Avaya Voice Portal and IVR Designer

B. Avaya Interactive Response and IVR Designer
C. Avaya Voice Portal and Avaya Dialog Designer
D. Avaya Interactive Response and Avaya Dialog Designer

Answer: C

QUESTION NO: 15

A customer wants to answer technical support questions 24x7 yet avoid paying for
increased staffing for night and weekends. Forty-five percent of agent calls are simple
fixes that include power-down and power-up support, explaining where to obtain the
three-page troubleshooting document, and the faxing of that document. Agents also sell
post-warranty maintenance plans and currently have only a 5% take rate due to high call
volumes from new customers. One solution is to off-load agent calls with an Avaya Voice
Self-Service solution. Which two activities are specifically targeted at reducing
operational expenses and meeting business requirements? (Choose two.)

A. Expensive customer service agents should not have to answer routine information
requests.
B. Technical support calls should be delivered to customer service agents during the night
and weekend shifts.
C. Caller's intent should be effectively and consistently identified and then routed to a
self-service transaction or an agent.
D. Overflow calls should be routed to a voicemail system where they can describe their
problem and get a callback with the solution.

Answer: A, C
QUESTION NO: 16

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

QUESTION NO: 17

A current Avaya Interactive Response (IR) customer is aware that the industry is moving
to webbased self-service architectures. In addition to the benefits of moving to advanced
technologies, which two business elements should be considered? (Choose two.)

A. need to replace the speech servers

B. capital investments in current equipment
C. time needed to convert any existing TAS applications to VoiceXML
D. inability to use VoIP until Avaya Voice Portal has been implemented

Answer: B, C

QUESTION NO: 18

A garden supply retailer begins taking orders for spring bulbs in early winter. Last year,
their customers started calling for order shipment status as early as late winter. The
contact center is open Monday through Friday. This is a seasonal increase in call volume
only. Which three benefits would an Avaya Voice Self-Service solution provide? (Choose
three.)

A. Equalize trunking requirements throughout the entire year.

B. Permit callers to connect to an agent during non-business hours.
C. Permit callers to check on the scheduled date of the shipment 24x7.
D. Eliminate the repetitive or routine task of providing the shipping date to the caller.
E. Reduces the time the caller waits for an agent by automatically providing the date of
the scheduled shipment

Answer: C, D, E

QUESTION NO: 19

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

QUESTION NO: 20

A company needs its Avaya Voice Self-Service solution to collect an incoming caller's
account number and pass the account number to an agent. Which two solutions meet this
need? (Choose two.)

A. CTI DIP software on Avaya Interactive Response (IR) and a custom CTI application
B. Avaya Interaction Center (IC) and the IC connector to the Avaya Dialog Designer
application

Answer: A, B

QUESTION NO: 21

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. The customer wants to upgrade their Voice Self-Service
environment to the latest product. The customer wants to continue to use the TAS scripts
that were originally created.

Which solution will allow the customer to continue to use the scripts?
A. Export the TAS scripts from IVR Designer to VoiceXML.
B. Export the TAS scripts to text and import them into Avaya Dialog Designer.
C. Migrate to the current version of Avaya Voice Portal which supports TAS scripts.
D. Upgrade to the current version of Avaya Interactive Response which supports TAS
scripts.

Answer: D

QUESTION NO: 22

You have just deployed an Avaya Voice Self-Service Text-to-Speech (TTS) solution that
will be used to contact field technicians, provide dispatch instructions, and allow
technicians to update the status of a dispatch using a cell phone.

Which two technology changes will need to be implemented to enhance this new
process? (Choose two.)

A. speech recognition to update the status of the dispatch

B. activation of the TTS feature on field technician cell phones
C. speech recognition to communicate instructions to technicians
D. proactive outbound dialing to contact field technicians with new dispatches

Answer: A, D

QUESTION NO: 23

Your customer has an Avaya Voice Self-Service application that allows employees to
access confidential information by entering their employee number and a password from
any telephone. They are currently investigating technology that would provide additional
security ensuring that only approved individuals are receiving the information. Which
feature meets this requirement?

A. Network Encryption
B. Speaker Verification
C. Speech Recognition
D. Text to Speech (TTS)

Answer: B

QUESTION NO: 24

Your customer requires a redundant 90 port Voice Self-Service solution to implement a

web-based application for callers. You have decided to provide an Avaya Voice Portal
solution and the server size tool has indicated all 90 ports can be handled on a single
Media Processing Platform (MPP) server. Which additional components will be required?
A. one quad NMS interface card
B. one additional server to be used as a CCXML server
C. one additional server for the Voice Portal Management System (VPMS) only
D. two additional servers, one for the Voice Portal Management System (VPMS), and one
spare Media Processing Platform (MPP) for failover

Answer: D

QUESTION NO: 25

An airline requires an automated solution to provide flight arrival and departure status.
Callers will be asked to speak the flight number, or origination and destination city.
You design an Avaya Voice Portal solution with Avaya Dialog Designer to pull flight
status from the company's web site.
Which two additional components are required to support the requirements? (Choose
two.)

A. Text-to-Speech to interpret caller's responses.

B. Text-to-Speech to provide callers the flight status.
C. Speech Recognition to interpret callers responses.
D. Speech Recognition to provide callers the flight status.

Answer: B, C

QUESTION NO: 26

Your customer has an extensive web development core competency. They are very
interested in producing their own Dialog Designer (DD) solution for Avaya Interactive
Response and Avaya Voice Portal relying heavily on VoiceXML. Which three statements
are true about this approach? (Choose three.)

A. Dialog Designer is capable of producing VoiceXML code.

B. Dialog Designer can only be used with Avaya Voice Portal.
C. Dialog Designer can only be used with Avaya Interactive Response.
D. Dialog Designer applications are capable of running in a Web environment.
E. Dialog Designer is capable of producing VoiceXML application code that can be used
by Avaya Interactive Response and Avaya Voice Portal.

Answer: A, D, E

QUESTION NO: 27

You have recommended an Avaya Voice Portal solution for your customer.
The customer uses Avaya Interaction Center (IC) for advanced call routing and
Multimedia Contact management which is used to pull detailed information about callers
from the corporate SAP database. During the process of designing the application, you
discover the need to use some of the information retrieval capabilities already being used
in IC for the Avaya Voice Portal application. Which additional components are required
to integrate the Avaya Voice Portal application with the IC system?

A. Avaya Voice Portal cannot directly communicate with Avaya IC, another solution is
required.
B. Avaya Voice Portal can natively communicate with Avaya IC without any additional
resources.
C. Avaya Voice Portal can use the CTI Connector built into Avaya Dialog Designer to
communicate with the IC VOX server to obtain the data.
D. Avaya Voice Portal can use the Avaya IC Connector built into Avaya Dialog Designer
to communicate with the IC VOX server to obtain the data.

Answer: D

QUESTION NO: 28

You have recommended an Avaya Voice Portal solution for your customer.
The solution requires 90 IP station ports and an IP_API_A registration in the
Communication Manager for the ports Voice Portal will use. How will you obtain these
licenses?

A. Avaya Voice Portal does not require CM licenses to run.

B. The Avaya Voice Portal port license material codes provide both the IP_API_A
registration for CM, and the Avaya Voice Portal port license.
C. The 90 IP Station licenses should be ordered in the Communication Manager ASD
design tool, the IP_API_A registrations will be provided free with the Avaya Voice Portal
solution in ASD.
D. The Avaya Voice Self-Service ASD design tool will provide the material code to order
these licenses. The Avaya Voice Portal order will turn on features in both the CM license,
and the Avaya Voice Portal license in RFA.

Answer: D

QUESTION NO: 29

Negotiating custom work or professional services is different than negotiating a standard

product sale. There is an increased risk for misunderstanding precisely what is being
provided. Which three areas must be covered in a Scope of Work (SOW) to protect Avaya
from unexpected costs? (Choose three.)

A. maintenance terms
B. pricing changes implemented by Avaya Services
C. scope changes requested by the customer after work begins
D. delays caused by the customer not completing pre-requisite tasks
E. assumptions about as many of the variables as can be identified before work begins
Answer: C, D, E

QUESTION NO: 30

Your customer requires a 60 port Voice Self-Service solution and would like to deploy the
solution using Avaya Voice Portal. The application will use extensive speech recognition
and Text-to-Speech resources. In the next year, the number of calls to this application are
expected to increase and will require up to 180 ports. You would like to recommend a
design that will be capable of adding the additional capacity with minimal additional
hardware. Which statement is true?

A. Voice Portal Management Server (VPMS) can manage up to 90 voice ports. An

additional VPMS will be required.
B. Avaya Voice Portal can run the 180 ports on a single Media Processing Platform
(MPP) server. No additional hardware will be required.
C. Voice Portal Management Server (VPMS) can manage up to 1 Media Processing
Platform (MPP) server. An additional VPMS will be required if the added capacity
requires additional MPP servers.
D. Media Processing Platform (MPP) servers can be added to an existing Voice Portal
Management Server (VPMS). If the additional ports require another MPP server, it can be
added when the additional capacity is required.

Answer: D

QUESTION NO: 31

Your customer has purchased an Avaya Interactive Response (IR) system.

They want the implementation of the system and custom application design to be
completed by Avaya Services. Which three sections are typically included in the Scope of
Work (SOW)? (Choose three.)

A. deliverables
B. maintenance terms
C. system configuration
D. acceptance by all parties
E. change management process

Answer: A, D, E

QUESTION NO: 32

Your customer requires a 26 port Voice Self-Service solution and would like to deploy the
Media Processor Platform (MPP) and Voice Portal Management System (VPMS) on a
single box. They expect to require double the capacity in the future. Which statement is
true?
A. Future requirements should be considered as it will be less expensive to buy all of the
hardware now.
B. There is no need to buy additional capacity now, 52 ports in the future will not require
additional hardware.
C. The maximum number of ports supported on a Media Processing Platform (MPP) is
30, so future additions will require an additional server.
D. Although a 26 port solution would be able to run the Media Processing Platform
(MPP) and Management System (VPMS) as a single-box configuration, given future
requirements for 52 ports, they should not try to deploy the solution today on a single-
box.

Answer: D

QUESTION NO: 33

A customer is planning on provisioning a Speech Recognition solution. The customer

plans to add Speech Recognition capabilities to the Avaya Voice Self-Service system.
Which two additional Speech Recognition-specific factors must be considered in the final
solution to ensure proper system performance? (Choose two.)

A. complexity of the grammar

B. number of network segments
C. Speech server CPU and memory
D. The operating system for the Speech server

Answer: A, C

QUESTION NO: 34

Your customer has asked for an industry-standard IVR development environment that
gives them application portability. Which standard has Avaya adopted for its IVR
development environment that would address this customer requirement?

A. SIP
B. VoIP
C. SNMP
D. VoiceXML

Answer: D

QUESTION NO: 35

When deploying Avaya Voice Self-Service solutions in a web-based architecture, what

are three ways to optimize performance? (Choose three.)
A. Use VoiceXML for manipulating database tables.
B. Use Avaya Dialog Designer for application development.
C. Have Avaya Professional Services perform a network assessment.
D. Minimize the amount of RAM for the Avaya Voice Self-Service solution.
E. Provide a dedicated application server infrastructure for the Avaya Voice Self-Service.

Answer: B, C, E

QUESTION NO: 36

A customer has an Avaya Interactive Response (IR) and Avaya Voice Portal (VP) running
in their call center for voice self service applications. Which Avaya application
development tool supports dynamic VoiceXML 2.0 application creation for either
platform?

A. Avaya ScriptBuilder
B. Avaya IVR Designer
C. Avaya Dialog Designer
D. Avaya Speech Application Builder

Answer: C

QUESTION NO: 37

A customer has deployed Avaya IC for their CTI needs. They want to provide their
customers with Avaya Voice Self-Service. The customer is considering Avaya Voice
Portal for their Voice Self-Service platform and using Avaya Dialog Designer for the
application creation tool. The customer wants to be sure that they achieve rich
connectivity between their CTI and voice self service applications. Which key Avaya
Dialog Designer component will the customer need to leverage?

A. the IC Connector in Avaya Voice Portal

B. the CTI Connector in Avaya Voice Portal
C. the IC Connector in Avaya Dialog Designer
D. the CTI Connector in Avaya Dialog Designer

Answer: C

QUESTION NO: 38

Four years ago your client invested in an Avaya call center solution. The client wants to
implement new self-service applications and gain additional percentage points in market
share. Which two application issues should be considered? (Choose two.)

A. Do the new applications include replacement servers?

B. Will the cost of the upgrade/addition enhance management capabilities?
C. Do the expected results of the new application meet the client's business objectives?
D. Will the new applications provide enhancements that provide an advantage over the
competitor's environment?

Answer: C, D

QUESTION NO: 39

The Avaya sales team has proposed an Avaya Voice Self-Service solution that will require
a custom application with Speech Recognition. Avaya Professional Services does not
have resources to write the application. Which two must be handled by the Avaya Project
Manager to complete the sale? (Choose two.)

A. Locate a pre-packaged application for price comparison tradeoffs.

B. Complete a partnership agreement with the Speech Recognition vendor.
C. Work with the ISV on Statement of Work definition and matrix of responsibilities.
D. Coordinate ISV, Avaya Installation Services, and Customer to reach acceptance
criteria.

Answer: C, D

QUESTION NO: 40

Callers to a call center can choose to go to self-service or a live agent. Sometimes callers
selecting the self-service option decide they need to speak to a live agent. It is important
to your customer that they have a full audit trail for the call. You are proposing an Avaya
Interactive Response (IR) integrated with an Avaya Interaction Center (IC) solution.
Which issue must you consider when designing this solution?

A. type of network connectivity

B. where to make the routing decision
C. database schema for call detail storage
D. information to be placed in the Avaya IC container

Answer: D

QUESTION NO: 41

The customer has their own applications development department. The customer's
developer will be managing the custom application after the initial implementation. An
Independent Software Vendor (ISV) contracted through Avaya will develop the initial
custom application. Which two choices aid in the project management of the initial and
subsequent management? (Choose two.)

A. document call flows, data integrations, and grammars

B. contacting a minimum of three ISVs to get the best possible price
C. manage the statement of work (SOW) changes and notify customers and ISV in case
of scope change
D. negotiating with a second ISV to assist the customer's application development group
for subsequent changes

Answer: A, C

QUESTION NO: 42

An Avaya Voice Portal customer has requested that you create a network diagram of the
various elements of the solution. What would be connected to the telephony network or
Avaya Communication Manager?

A. Media Processing Platform (MPP)

B. Application Execution Environment (AEE)
C. Voice Portal Management System (VPMS)
D. Application Development Environment (ADE)

Answer: A

QUESTION NO: 43

Which Avaya Voice Portal component downloads the system configuration information to
the Media Processing Platform (MPP), including important information regarding
licensing, port allocation and DNIS-to-application URL information?

A. Communications Manager (CM)

B. Voice Portal Management System (VPMS)
C. Application Execution Environment (AEE)
D. MPP does not accept downloaded configurations

Answer: B

QUESTION NO: 44

An Avaya Voice Portal customer has three different applications they need to deploy to
support their three products. The busy hour for each application peaks at a different time
during the day. The customer has published three different toll-free numbers, one for each
product. Assuming that the Avaya Voice Portal system is a single-box solution (VPMS
and MPP on single machine with 24 ports), what is the minimum number of application
servers required?

A. 0; applications can be run on the single-box VPMS/MPP server.

B. 1; a single application server can run multiple applications.
C. 2; with three applications one box must be dedicated as a database server.
D. 3; a maximum of one application is allowed per application server.
Answer: B

QUESTION NO: 45

Which two are valid platforms on which to run an Avaya Dialog Designer application?
(Choose two.)

A. CONVERSANT
B. Avaya Voice Portal
C. Avaya Interaction Center
D. Avaya Interactive Response

Answer: B, D

QUESTION NO: 46

A company is integrating their VoiceXML application built with Avaya Dialog Designer
with a thirdparty solution using an Avaya Application Enablement Server. Which
component in Avaya Dialog Designer exists to help with this integration?

A. the CTI connector in Avaya Dialog Designer

B. the Avaya IC connector in Avaya Dialog Designer
C. the Web Services connector in Avaya Dialog Designer
D. the Genesys T server connector in Avaya Dialog Designer

Answer: A

QUESTION NO: 47

Presently, an executive travel service has a basic voice call center to handle all customer
communications for flight arrangements. The customer wants to provide additional
capabilities for its customers to research and book flights in one transaction. The
customer also wants to reduce the agent pool to save money. They do not want to require
executive clients to press touch tones, rather they want these clients to be able to access
all information using spoken words. They want the retrieved information to be spoken
back to the client. They have learned that MRCP integration to speech vendors may lack
some of the richness that is available using proprietary proxy integration. They have
decided to use the proprietary integration. Which solution would you recommend given
the requirements?

A. Avaya Voice Portal with Nuance

B. Avaya Voice Portal with IBM WebSphere
C. Avaya Interactive Response with Nuance
D. Avaya Interactive Response with IBM Websphere
Answer: C

QUESTION NO: 48

An online luxury food company has internally developed an Avaya Voice Self-Service
solution. Callers can choose to be transferred to an agent at the end of a series of prompts.
Some "premier" customers are complaining that they want to be connected automatically
to their preferred agent or agents without using the self-service system. The business is
planning to implement an Avaya Interactive Response (IR) system and an Avaya
Interaction Center solution (IC) to replace the existing system. Which solution is
appropriate for this customer?

A. Create a short script on Avaya IR to give a "Welcome" message and immediately

transfer the call.
B. Have the Avaya IR immediately prompt the user for their account number and route
the call before any other prompts.
C. Create a Transaction Assembler Script (TAS) application on the Avaya IR to prescreen
the call and route without answering.
D. Use workflow on the Avaya IC to prescreen the call and route premier customers to an
agent and route non-premier customers to the IVR.

Answer: D

QUESTION NO: 49

As you create the design for an Avaya Voice Self-Service system you need to determine
which type of telephony connectivity solution to provide. Which two customer
requirements should you consider when making the design decision? (Choose two.)

A. requirement for fax

B. need for echo cancellation
C. requirement to transfer or bridge calls
D. number of simultaneous speech-recognition channels

Answer: A, C

QUESTION NO: 50

A local pizzeria chain wants an Avaya Voice Self-Service application to provide

directions to customers who call for the address of the pizzeria closest to them. The
Avaya application must speak the addresses to patrons in both English and Spanish.
Which software feature must be designed as part of this Avaya solution?

A. Text-To-Speech
B. Avaya IC Connector
C. Speaker Verification
D. Speech Recognition
E. Avaya Audio Variables/Enhanced Basic Speech

Answer: A

QUESTION NO: 51

A company wants to prescreen calls before they are sent to an agent. Calls from
recognized customers will be directed to an agent and their customer screen presented.
Unrecognized calls will be sent to the Avaya Voice Self-Service solution where the caller
will be prompted for an account number. Calls will then be sent to an agent. If an account
number is entered, the customer screen will be presented to the live agent. The company
plans to implement both Avaya Voice Self-Service and Avaya Computer Telephony
Integration (CTI). What must be verified with the company to ensure that recognized
customers are not sent to the Avaya Voice Self-Service solution?

A. the database uses JDBC interface for access

B. the customer's order history is in the database
C. the customer's telephone number is in the database
D. the database is on the same LAN segment as the IVR

Answer: C

QUESTION NO: 52

A customer's legacy TAS applications physically reside and run on their Interactive
Response server. This customer wants to begin doing VoiceXML application
development. Where will the new VoiceXML applications reside?

A. on a web application server

B. on the Avaya Communications Manager
C. on the server with the application tooling
D. on the IR server with the legacy TAS applications

Answer: A

QUESTION NO: 53

A customer requires 128 bit Secured Sockets Layer (SSL) encryption between their
database resources and any application that accesses those resources. How does this
requirement impact a proposed Dialog Designer-built VoiceXML application?

A. Dialog Designer-built applications do not support HTTPS protocol.

B. The 128 bit SSL encryption occurs between IR/VP and the database and is enabled
through the management console of the IVR platform.
C. This will require the application developer to enable "https" encryption on the web
application server. Dialog Designer supports the delivering and receiving of encrypted
HTTP pages.
D. The 128 bit SSL encryption requires the Dialog Designer developer to install an
optional SSL module. Once installed, any application written with Dialog Designer can
support 128-bit SSL encryption with any datasource.

Answer: C

QUESTION NO: 54

Presently, an executive travel service has a basic voice call center to handle all customer
communications for flight arrangements. The customer wants to provide additional
capabilities for its customers to research and book flights in one transaction. The
customer also wants to reduce the agent pool to save money. They do not want to require
executive clients to press touch tones, rather they want these clients to be able to access
all information using spoken words. They want the retrieved information to be spoken
back to the client. They have many customers that call frequently and many do not want
to listen through the entire menu to get information. Which speech feature meets this
requirement?

A. Collect
B. Prompt
C. Barge-In
D. Grammars

Answer: C

QUESTION NO: 55

An existing customer is asking which Avaya Voice Self-Service solution is right for them.
They want to use Script/TAS applications (they have significant TAS experience) and
they require T1/E1 connectivity since they are on an older version of a PBX that does not
support VoIP. Which three recommendations should be discussed with the customer?
(Choose three.)

A. Propose Avaya Interactive Response with IVR Designer.

B. Propose Avaya Voice Portal with Avaya Dialog Designer.
C. Suggest Standards for VoiceXML and Web infrastructure.
D. Propose moving all new projects to Avaya Dialog Designer.
E. Propose moving all new projects to Avaya Proactive Contact.

Answer: A, C, D

QUESTION NO: 56
Interactive Response (IR) with the maximum number of channels/ports possible. Which
two factors will have minimal impact on channel/port capacity? (Choose two.)

A. TDM versus VoIP

B. TAS versus VoiceXML
C. Application Server interaction
D. Stored Procedures in a Local Oracle Data Base

Answer: C, D

QUESTION NO: 57

To determine how many ports of Avaya Voice Portal are needed for an implementation,
which two key sizing questions must be answered to calculate the number of ports
needed? (Choose two.)

A. How many agents are in the call center?

B. What will be the duration of each incoming call?
C. How many languages will be required in the application?
D. How many incoming calls will be supported by Voice Portal?

Answer: B, D

QUESTION NO: 58

A customer is evaluating various Avaya Voice Self-Service options. The IT department

has standardized on specific server platforms for all new purchases. All servers must be
the Dell PowerEdge 2950 running RedHat Enterprise Linux. Given this requirement,
which Avaya solution should be recommended?

A. Avaya Voice Portal software-only

B. Avaya Voice Portal bundled/turnkey
C. Avaya Interactive Response software-only
D. Avaya Interactive Response bundled/turnkey

Answer: A

QUESTION NO: 59

Your customer is moving their Avaya Voice Self-Service application from a Touch Tone-
based menu interface to a Speech Recognition interface. Which two design
considerations are important as they perform this migration? (Choose two.)

A. Which language(s) will callers be speaking?

B. Should the database accessed by the JDBC interface be changed?
C. Will the caller population be repeat callers or will it be customers who are contacting
the company for the first time?
D. Should the version of the Avaya IVR software be changed when the version of the
speech software running on the external servers is changed?

Answer: A, C

QUESTION NO: 60

A call center is losing business because of the length of time it requires callers to navigate
the menu of the Voice Self-Service application. Their customers are giving up and
dropping calls. Which technology would reduce the complexity of the inputs to a
customer menu?

A. Voice over IP (VoIP)

B. Text-to-Speech (TTS)
C. Speech Recognition (SR)
D. Time Date Multiplexing (TDM)

Answer: C

QUESTION NO: 61

When designing an Avaya Voice Portal application, which tool will help you to determine
the proper number of Voice Portal ports to license for the application?

A. the open source Erlang calculator available from IBM

B. the speech recognition server sizing tools available from Nuance and IBM
C. the Voice Portal server sizing tool available through Avaya Solution Designer
D. the Voice Portal Solution Sizing Tool located on the Avaya Enterprise Portal and
through the Developers connection web site

Answer: D

QUESTION NO: 62

A customer wants to implement an Avaya Voice Self-Service solution which front-ends

their existing PBX. They would only deliver calls to the PBX which require agent
assistance. All of their telephony circuits are ISDN T1/E1. Which solution supports this
capability?

A. Dimension
B. CONVERSANT?
C. Avaya Voice Portal
D. Avaya Interactive Response (IR)
Answer: D

QUESTION NO: 63

A CONVERSANT?Interactive Voice Response (IVR) V6.0 MAP/40P is connected to a

DEFINITY?ECS R7. The customer has requested a migration design to the latest Avaya
Interactive Response (IR) solution. Which issue must be resolved before designing this
solution?

A. number of CLAN boards

B. number of VoIP licenses required
C. DEFINITY?ECS R7 is not supported
D. quantity of analog ports on the Avaya IR

Answer: C

QUESTION NO: 64

Your customer wants speech technologies that will support an auto-attendant application,
multilingual text-to-speech, complex speech recognition and speaker verification. They
prefer the speech technologies be sourced from a single third-party supplier through
Avaya. Which speech vendor would provide all of these solutions?

A. IBM
B. Fonix
C. Nuance
D. Microsoft
E. Loquendo

Answer: C

QUESTION NO: 65

A customer is deploying a Voice Portal solution. Which three key components are
necessary as part of this deployment? (Choose three.)

A. Media Processing Platform (MPP)

B. Voice Portal Security System (VPSS)
C. Application Execution Environment (AEE)
D. Voice Portal Management System (VPMS)
E. Voice Portal Development Environment (VPDE)

Answer: A, C, D

QUESTION NO: 66
An on-line video, DVD, and CD retailer is looking to enhance their client services
department. To avoid adding additional employees, they are considering installing an
Avaya Voice Self-Service solution. In meetings with the third-party applications
developer, certain questions must be answered about the design of the actual application
they will use. Which two questions should they ask? (Choose two.)

A. Will the agents handle multiple types of calls?

B. Do you serve your customers in multiple languages?
C. Of the callers, what percentage are repeat customers?
D. What type of telephony facilities will be used for incoming calls?

Answer: B, C

QUESTION NO: 67

Presently, an executive travel service has a basic voice call center to handle ll customer
communications for flight arrangements. The customer wants to provide additional
apabilities for its customers to research and book flights in one transaction. The customer
also wants to educe the agent pool to save money. They do not want to require executive
clients to press touch tones, ather they want these clients to be able to access all
information using spoken words. They want the retrieved information to be spoken back
to the client. Which two speech servers can they purchase from Avaya to meet their
requirements? (Choose two.)

A. Nuance
B. Microsoft
C. LumenVox
D. IBM WebSphere

Answer: A, D

QUESTION NO: 68

A customer is migrating from Avaya Interactive Response (IR) to Avaya oice Portal (VP).
Which statement is true regarding this migration?

A. IVR Designer is the preferred VoiceXML design tool to use for the application
migration.
B. IR and VP can both run on the same Linux server and will share the same application
server, making the igration easier.
C. The Transaction Assembler Script (TAS) applications running on IR need to be
converted to VoiceXML rior to the migration to Voice Portal being complete.
D. The Transaction Assembler Script (TAS) applications running on IR can run in parallel
with the new VP oiceXML applications, making the migration to VP easier.

Answer: C, D
QUESTION NO: 69

Your customer wants an application to automatically provide addresses to ncoming

callers. These addresses are contained in a company database and vary from call to call.
What is required to enable this automated application?

A. Speech Verification
B. Automated Attendant
C. Speech Recognition
D. Text-to-Speech (TTS)
E. Enhanced Basic Speech/Audio Variables

Answer: D

QUESTION NO: 70

Your client wants an Avaya Voice Self-Service solution that includes central ffice-to-IVR
trunk-side connectivity and a line-side IVR-to-switch configuration. The IVR application
ill include voice requests for modem installation instructions. If the customer does not
understand the nstructions, they will ask to be transferred to a live agent. Which two
volume and/or capacity data issues should be considered when designing the solution?
Choose two.)

A. number of active agents

B. number of VoIP channels
C. number of busy-hour calls
D. number of auto-attendant applications

Answer: A, C

QUESTION NO: 71

Your customer has requested a quote to expand an existing Avaya Interactive Response
(IR) 2.0 system to add additional Time Division Multiplexing (TDM) channels. System
occupancy never reaches 100%, but a new marketing program is expected to double
current call volumes. The application also depends on a remote database for retrieval of
customer information and he customer wants to implement Speech Recognition. Which
three additional functions need to occur to enable this new solution? (Choose three.)

A. installing additional NMS boards

B. purchasing additional run time licenses
C. enabling the high capacity host option in IR 2.0
D. installing the additional speech recognition server(s)
E. provisioning additional VoIP ports from Avaya Communication Manager
Answer: A, B, D

QUESTION NO: 72

An Avaya Voice Self-Service application for a school terminates to the local telephone
carrier using T1/E1 trunks. The school accepted a recommendation to re-terminate the
AvayaInteractive Response (IR) behind its non-Avaya PBX. Which protocol must be used
for line-side connectivity support?

A. analog
B. ISDN T1/E1
C. Digital Signal 3 (DS3)
D. Session Initiated Protocol (SIP)

Answer: B

QUESTION NO: 73

A customer is evaluating various Avaya Voice Self-Service options. The IT department

has standardized on specific server platforms for all new purchases. All servers must be
the Sun Netra T2000. Given this requirement, which Avaya solution should be
recommended?

A. Avaya Voice Portal software-only

B. Avaya Voice Portal bundled/turnkey
C. Avaya Interactive Response software-only
D. Avaya Interactive Response bundled/turnkey

Answer: C

QUESTION NO: 74

When designing an Avaya Voice Portal solution with speech recognition, what is an
effective design technique to ensure adequate bandwidth between the speech resources
and the Voice Portal Media Processing Platform (MPP)?

A. The speech recognition server software should be co-resident with the MPP to ensure
proper bandwidth.
B. The speech recognition server software should be loaded on a separate server and
connected via IP to the primary corporate network.
C. The speech recognition server software should be located with the Voice Portal
Management System to be ensure adequate bandwidth.
D. The speech recognition server software should be loaded on a separate server and
isolated on a dedicated LAN segment to ensure adequate bandwidth.

Answer: D
QUESTION NO: 75

An existing Avaya customer plans to migrate from Avaya Interactive Response (IR) to
Avaya Voice Portal. Which two should be considered in the migration discussion?
(Choose two.)

A. potential reuse of existing IR equipment

B. upgrade strategy of Solaris 8 to Solaris 10
C. number of voice-over-IP licenses required
D. number of additional NMS boards required

Answer: A, C

QUESTION NO: 76

A customer has an existing Avaya Interactive Response (IR) system with a simple call
answer application. They are planning to integrate this system with a backend database to
make the system more intelligent. What performance information should they know
about their existing system before adding database integration?

A. CPU speed
B. CPU utilization
C. available port licenses
D. available disk space

Answer: B

QUESTION NO: 77

A customer has purchased an Avaya Voice Self-Service solution and wants to use
VoiceXML and the Web Deployment model. The customer wishes to purchase hardware
from Avaya, if possible. Which two hardware elements must the customer still provide
you to be able to finish designing this project? (Choose two.)

A. network router
B. database server
C. Communication Manager Server
D. Voice Self-Service platform (Avaya IR or Voice Portal)

Answer: A, B