Avaya One-x Agent Knowledge Retention

17 Questions | By CAAcoaches | Last updated: Jul 12, 2015 | Total Attempts: 104

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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
2.

What is the function of the icon?
- A.
  
  RPM
- B.
  
  Computer Temperature
- C.
  
  Audio Monitor
- D.
  
  Do Not Use
3.

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

What is the function of the icon?
- A.
  
  Work Log
- B.
  
  System Options
- C.
  
  Help Screen
- D.
  
  Display Settings
5.

What is the function of the icon?
- A.
  
  Work Log
- B.
  
  System Options
- C.
  
  Favorites
- D.
  
  Contacts
6.

Which icons represent an agent trying to change their state during a live call
- A.
- B.
- C.
- D.
- E.
7.

Which icon is used to place a call on hold?
- A.
- B.
- C.
- D.
- E.
8.

Which icon is used to transfer a call?
- A.
- B.
- C.
- D.
- E.
9.

Which icon is used to end a call?
- A.
- B.
- C.
- D.
- E.
10.

Which icon is used to pull up the conference call drop-down menu?
- A.
- B.
- C.
- D.
- E.
11.

Which icon is used to complete a warm transfer?
- A.
- B.
- C.
- D.
- E.
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
13.

True or False: Avaya supports two different methods of conferencing a call.
- A.
  
  True
- B.
  
  False
14.

True or False: Avaya supports two different methods of placing an outbound call.
- A.
  
  True
- B.
  
  False
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
16.

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

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