Avaya One-X Agent Knowledge Retention

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CAAcoaches

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Quizzes Created: 1 | Total Attempts: 113

Questions: 17 | Attempts: 113 | Updated: Jul 12, 2023

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Avaya One-x Agent Knowledge Retention - Quiz

This quiz is open book. Please consult your resources if some questions pose a challenge.

Questions and Answers

1.

What is the function of the icon?
- A.
  
  Work Log
- B.
  
  Contacts
- C.
  
  E-Books
- D.
  
  Favorites
Correct Answer
B. Contacts

Explanation
The function of the "Contacts" icon is to access and manage a list of saved contacts. This icon allows users to view, add, edit, and delete contact information such as names, phone numbers, email addresses, and more. It provides a convenient way to quickly find and communicate with saved contacts, making it easier to stay connected with important individuals.

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2.

What is the function of the icon?
- A.
  
  RPM
- B.
  
  Computer Temperature
- C.
  
  Audio Monitor
- D.
  
  Do Not Use
Correct Answer
C. Audio Monitor

Explanation
The function of the icon is to monitor audio.

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3.

What is the function of the icon?
- A.
  
  Time display
- B.
  
  Call length display
- C.
  
  Help screen
- D.
  
  Do not use
Correct Answer
D. Do not use
4.

What is the function of the icon?
- A.
  
  Work Log
- B.
  
  System Options
- C.
  
  Help Screen
- D.
  
  Display Settings
Correct Answer
A. Work Log

Explanation
The function of the "Work Log" icon is to allow users to track and record their work activities. It provides a platform for users to log their tasks, time spent on each task, and any additional notes or comments. This feature helps individuals and teams keep track of their productivity, manage their time effectively, and review their work history.

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5.

What is the function of the icon?
- A.
  
  Work Log
- B.
  
  System Options
- C.
  
  Favorites
- D.
  
  Contacts
Correct Answer
B. System Options

Explanation
The function of the icon is to access the system options. This icon allows the user to customize and configure various settings and preferences related to the system. It may include options such as language settings, display settings, notification settings, security settings, and more. By clicking on this icon, the user can access and modify these system options according to their preferences and requirements.

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6.

Which icons represent an agent trying to change their state during a live call
- A.
- B.
- C.
- D.
- E.
Correct Answer(s)
A.
D.

Explanation
The icons that represent an agent trying to change their state during a live call are the "Hold" and "Transfer" icons. The "Hold" icon indicates that the agent is putting the call on hold, while the "Transfer" icon indicates that the agent is transferring the call to another person or department. These icons allow the agent to manage the call and perform necessary actions to meet the caller's needs effectively.

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7.

Which icon is used to place a call on hold?
- A.
- B.
- C.
- D.
- E.
Correct Answer
C.

Explanation
The icon used to place a call on hold is typically represented by a vertical bar or two parallel vertical bars. This icon signifies that the call is being temporarily paused or put on hold, allowing the caller to return to the call later. Placing a call on hold is a common feature in telecommunication systems, allowing users to multitask or transfer the call to another device without disconnecting the call entirely.

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8.

Which icon is used to transfer a call?
- A.
- B.
- C.
- D.
- E.
Correct Answer
B.

Explanation
The icon used to transfer a call is typically represented by an arrow pointing to the right with a phone receiver at the end. This icon signifies the action of transferring a call from one person to another. By clicking on this icon, the user can initiate the call transfer process, allowing them to redirect the call to another individual or department.

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9.

Which icon is used to end a call?
- A.
- B.
- C.
- D.
- E.
Correct Answer
D.

Explanation
The icon used to end a call is typically a red telephone receiver with a diagonal line through it. This symbolizes hanging up or disconnecting the call.

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10.

Which icon is used to pull up the conference call drop-down menu?
- A.
- B.
- C.
- D.
- E.
Correct Answer
E.

Explanation
The icon used to pull up the conference call drop-down menu is typically represented by three dots or lines stacked vertically. This icon is commonly known as the "ellipsis" or "vertical ellipsis" icon. Clicking on this icon reveals a menu of options related to the conference call, such as adding participants, muting or unmuting participants, or ending the call.

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11.

Which icon is used to complete a warm transfer?
- A.
- B.
- C.
- D.
- E.
Correct Answer
A.

Explanation
The correct answer is the "Transfer" icon. This icon represents the action of transferring a call to another person or department. By clicking on this icon, a warm transfer can be initiated, which allows the current call to be transferred to another party while remaining on the line to introduce the call and ensure a smooth transition.

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12.

True or False: When logging into Avaya one-X Agent, the phone will ring and the CAASCO agent must answer and then disconnect the call to complete the connection.
- A.
  
  True
- B.
  
  False
Correct Answer
B. False

Explanation
When logging into Avaya one-X Agent, the phone will not ring and the CAASCO agent does not need to answer and disconnect the call to complete the connection. This statement is false because the Avaya one-X Agent is a software application that allows users to manage their communications through their computer, eliminating the need for a physical phone. The agent can make and receive calls directly from their computer without any additional steps.

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13.

True or False: Avaya supports two different methods of conferencing a call.
- A.
  
  True
- B.
  
  False
Correct Answer
A. True

Explanation
Avaya supports two different methods of conferencing a call. This means that Avaya provides users with the ability to conduct conference calls using two different approaches or techniques. The statement is true because Avaya offers multiple options for conference calling, allowing users to choose the method that best suits their needs or preferences.

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14.

True or False: Avaya supports two different methods of placing an outbound call.
- A.
  
  True
- B.
  
  False
Correct Answer
B. False

Explanation
Avaya does not support two different methods of placing an outbound call. Therefore, the statement is false.

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15.

How do you drop a participant from a conference call?
- A.
  
  Hang up
- B.
  
  Change your agent state to AUX42
- C.
  
  Click the "End Conference" button
- D.
  
  Click the "Drop Participant" button for the associated participant
Correct Answer
D. Click the "Drop Participant" button for the associated participant

Explanation
To drop a participant from a conference call, you need to click the "Drop Participant" button for the associated participant. This action will remove the specific participant from the call without ending the entire conference.

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16.

True or False: Agents can modify their Avaya dial pads.
- A.
  
  True
- B.
  
  False
Correct Answer
A. True

Explanation
Agents can modify their Avaya dial pads. This means that they have the ability to customize and make changes to their dial pads according to their preferences and needs. They can adjust settings, add or remove features, and personalize the layout to optimize their productivity and efficiency while using the Avaya dial pad.

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