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Slide 1: 920-114 NNCSS-Symposium Web Center Portal Exam: 920-114 Demo Edition © 2006- 2007 Test Killer, LTD All Rights Reserved http://www.testkiller.com http://www.troytec.com 1
Slide 2: 920-114 QUESTION: 1 During the installation of the Web Communications component on the Symposium Web Central Portal (SWCP) 4.0, the administrator has signed on as the customer and the agent to simulate a web session but could not create a callback web transaction. The initialization status is verified at the debugging web page and it is determined that the Web communications component is NOT initialized. What action can be taken at this point to help with troubleshooting? A. Check the skillset to which the customer was diverted. B. Verify that the database parameters and system options are correct. C. Use the Trace setup D. Check the name of the agent responding to the customer. Answer: B QUESTION: 2 While attempting to log on to Web communications Administration you receive an error message stating that the user name is invalid. Which procedure is ineffective for resolving this problem? A. Clear the Internet browser cache and attempt another log on. B. From the JRun Management Console Services Icon, verify the correct data in the JBC Users window. C. From the JRun Management Console Resources Icon, click the verify button in the JDBC Data Source. D. From the JRun Management Console Resources Icon, re –enter the correct data in JDBC Data Source window and click Apply; attempt another log on. Answer: B QUESTION: 3 A company installed Symposium Web Center Portal (SWCP) 4.0. They report that the agent’s transaction window is empty. They verified that the agent is assigned to the correct skillset to view the transactions, the database is running and they have a valid license for all agents. What else should be verified for correct troubleshooting of this problem? A. Ensure that the Agent Virtual Directory is created. B. Ensure that IIS is running C. Ensure that the database does not contain a Pending transaction. D. Ensure that the data base does not contain a New, New Reply, or Pending transaction. Answer: D 2 http://www.testkiller.com http://www.troytec.com
Slide 3: 920-114 QUESTION: 4 A company installed Symposium Web Center Portal (SWCP) 4.0. They have a Meridian 1 Option _ 11C, Symposium TAPI 3.0 and Symposium Call Center Server 4.2. Agents report bursts of while noise on their headsets on acceptance of a transaction. What is the first step in troubleshooting this problem? A. Restart the SWCP Server. B. Restart Telephony Services and ACD proxy on the Symposium TAPI server C. Verify that Digital Line Card NT8D02GA REI 7 or later are used in the slots where Phantom TNs for DTH are allocated. D. Verify that Analog Line Card NT8D09BB REI 7 or later are used in the slots where Phantom TNs for DTH are allocated. Answer: C QUESTION: 5 A company installed Symposium Web Central Portal (SWCP) 4.0. They have a Call center with a very high number of transactions. Agents report that screens freeze. What is the first step in troubleshooting this problem? A. Restart Agent Portal Interface componenet. B. Restart the server. C. Test the OLE DB connectivity using the Sybase OLE DB Provider Configuration Manager. D. Disable the Load All feature. Answer: D QUESTION: 6 A company installed Symposium Web Central Portal (Swcp) 4.0. They have another telephony application using the same TAPI lines as SWCP. They get an error stating invalid agent state. What is the probable cause of this problem? A. Sybase database is locked up. B. The Portal Desktop and the agent’s telephone set does not remain synchronized. C. TAPI is down D. SWCP server is down Answer: B QUESTION: 7 While watching the Dashborad, you note that the Portal Server icon turns from green to yellow to red. Select the best scenario for identifying and correcting the problem. http://www.testkiller.com http://www.troytec.com 3
Slide 4: 920-114 A. The database transactions have exceeded threshold: backup and purge the database. B. The database usage has exceeded 90%: backup and purge the database C. The database transactions have exceeded the threshold: click the settings button to increase the transaction threshold, then backup and purge the database. D. The Disk file space for inbound Attachments has exceeded 90%: backup and purge the database. Answer: A QUESTION: 8 A customer with a Symposium Web Central Portal (SWCP) 4.0 system has received reports from some agents that the dialog box that indicates there is an incoming transaction does not appear, or appears but is delayed. To resolve this problem, it has been determined that the Call Data Life Span on the TAPI server must be adjusted. To what should the parameter be set? A. a higher value B. the default value C. 20 minutes D. a lower value Answer: A QUESTION: 9 A company installed Symposium Web Central Portal (SWCP) 4.0. They report an ODBC error on the screen when they try to loin on to the Portal Administrator. What is the first step in troubleshooting this problem? A. Wait a few minutes then try again since this error occurs when there is a delay in database startup. B. Restart the server. C. Test the OLE DB connectivity using the Sybase OLE DB Provider Configuration Manager. D. Make sure that proper login credentials are used. Answer: A QUESTION: 10 A company plans to install Symposium Web Central Portal (SWCP) 4.0. They report that the installation of the SWCP server appears to hang and the application log has a message indicating not enough temporary database log space:. What is the first step in troubleshooting this problem? http://www.testkiller.com http://www.troytec.com 4
Slide 5: 920-114 A. the Master.dat master transation log may be full and therefore it must be increased. B. the Master.dat master transation log may be full and therefore the data from transaction log must be purged. C. The temp folder on the installation drive must be increased. D. The temp folder on the installation drive must be deleted, the server rebooted and installation should be started again. Answer: B QUESTION: 11 A company wants to install Symposium Web Central Portal (SWCP) 4.0. They report that they cannot install Sybase Emergency Bug Fixes (EBFs) after installing Sybase Adaptive Server 12.5. They receive an error message stating that the system can not update EBF files since they are being used by another application. They verified that the Sybase Services were in a stopped state. What other action should be taken to troubleshoot this problem? A. Ensure that the Temp folder on the drive where Sybase was installed has more then 100 MB of space B. Search for the file that the system can not overwrite and rename that file C. Ensure that the Service Pack 3 for windows is installed D. Ensure that the Java Runtime Environment J2SE 1.4.2 SDK is installed Answer: B QUESTION: 12 A company installed Symposium Web Central Portal (SWCP) 4.0. They want to be able to isolated and debug problems associated with the telephony portion of Symposium Web Central Portal. Which utility will satisfy the customer’s request? A. Web Communications tools for the Internet Information Server B. Telnet utility C. Ping utility D. TAPI Browser Answer: D QUESTION: 13 A customer’s Symposium Web Central Portal (SWCP) 4.0 system appears to be having problems with its database. It is not clear if the database if full, if the Transaction Threshold has been breached or any other possible problem. Which tool should the administrator use to identify the specific issue and perform the proper procedures of collecting and analyzing troubleshooting data? http://www.testkiller.com http://www.troytec.com 5
Slide 6: 920-114 A. Dashboard Utility B. pcAnywhere C. Symposium Email Manager D. Sybase Database Debugger Answer: A QUESTION: 14 A Company installed Symposium Web Central Portal (SWCP) 4.0. They installed the SWCP Dashboard utility for monitoring SWCP system on a remote Windows 2000 client to a different domain than the SWCP server. The client has access to the registry, event logs, and other items on the Symposium Web Central Portal server. The Company reports that the Dashboard utility does not work. What is the first step in troubleshooting this problem? A. Make sure that the user account on the Dashboard has domain privileges on the SWCP server domain. B. Make sure that the user account on the Dashboard has local domain privileges on the SWCP server domain. C. Make sure that the refresh interval on the Dashboard is less than five minutes. D. Make sure that there is trust relationship between the Dashboard domain and the SWCP domain. Answer: D QUESTION: 15 A company installed Symposium Web Central Portal (SWCP) 4.0. They report after restarting Symposium TAPI, they have a problem with presenting web transactions to their agent’s telephones. What is the first step in troubleshooting this problem? A. Restart the SWCP server. B. Restart the Telephony Services and ACAD proxy on Symposium TAPI server. C. Shut down the SWCP server, restart the Symposium TAPI server and then turn on the SWCP server. D. Restart the Dynamic Transaction Handler service on the SWCP server. Answer: D QUESTION: 16 A company installed Symposium Web Central Portal (SWCP) 4.0. They have a Meridian 1 Option 11C, Symposium TAPI 3.0 and Symposium Call Center Server 4.2 (SCCS). They are experiencing problems with the system failing to send and auto- acknowledgement to the customer. They verified that the customer’s email address is correct; auto acknowledgement is set up in the Symposium Web Center Portal Administrator and http://www.testkiller.com http://www.troytec.com 6
Slide 7: 920-114 Symposium E-mail Manager Service is running on the Symposium Web Central Portal server. What is the next step in troubleshooting this problem? A. Verify that the HDX Service is up and running B. Ensure that the DTH Service is up and running C. Restart SWCP server D. Verify that the SMTP Service is running on the e-mail server. Answer: D QUESTION: 17 A company installed Symposium Web Central Portal (SWCP) 4.0.They have a Meridian 1 Option 11C, Symposium TAPI 3.0 and Symposium Call Center Server 4.2 (SCCS). Agents report a problem with the correct presentation of transactions on their telephone sets. That problem might have been caused by SWCP HDX inability to connect. They verified that Symposium TAPI is functioning properly, but the TFA service on SCCS times out. What is the first step in troubleshooting this problem? A. Restart the SCCS server. B. Ensure that the CLAN network adapter is named before the ELAN adapter in the Network Adapters and Bindings settings. C. Ensure that the ELAN network adapter must be named before CLAN adapter in the Network settings. D. Restart the SWCP server. Answer: B QUESTION: 18 A company installed Symposium Web Center Portal (SWCP) 4.0. They use Microsoft IIS as a web server. They report that the Web on Hold feature does not work properly. What is the first step in troubleshooting the problem? A. Restart Customer Interface. B. Ensure that the settings in the web.xml file are correct. C. Restart IIS. D. Ensure that Interface connection works. Answer: B QUESTION: 19 A company plans to install Symposium Web Center Portal (SWCP) 4.0. The current call center environment uses Symposium Call Center server. What is the minimum Symposium Express Call Center server release that will function with SWCP 4.0? 7 http://www.testkiller.com http://www.troytec.com
Slide 8: 920-114 A. Symposium Express Call Center Server 3.0 with SU06 or later B. Symposium Express Call Center Server 2.5 with SU09 or later C. Symposium Express Call Center Server 4.2 with SU06 or later D. Symposium Express Call Center Server 4.2 with SU03 or later Answer: C QUESTION: 20 A company plans to install Symposium Web Center Portal (SWCP) 4.0. The Sample Customer Interface and Web communications software have been already installed on the external Web server. They have just completed applying the Windows 2000 Service Pack 3 and Internet Explorer 6.0 installation on the server. Which Sybase application must they install at this point, along with the required EBFs? A. Sybase Client and all required EBFs B. Sybase Adaptive Server 12.5, Sybase Open Client and all required EBFs C. Sybase Open Client and all required EBFs D. Sybase Adaptive Server 12.5, Sybase Client and all required EBFs Answer: C 8 http://www.testkiller.com http://www.troytec.com