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Avaya 7765X : Avaya Workforce Optimization Select Implementation and Support Exam

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Exam Number : 7765X
Exam Name : Avaya Workforce Optimization Select Implementation and Support
Vendor Name : Avaya
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Exam ID : 7765X
Exam Title : Avaya Workforce Optimization Select Implementation and Support Exam
Number of Questions : 60
Duration of exam : 90 minutes
Passing Scores : 63% (38 of 60 correct)

The Avaya Workforce Optimization Select Implementation and Support exam (7765X) is a requirement to earn the ACSS - Avaya Workforce Optimization Select Implementation and Support credential.

This exam has 60 questions and the minimum passing score is 63% (38 of 60 correct). The candidate has 90 minutes to complete this exam.


Describe Avaya Workforce Optimization Select features, modules, and functionality
Explain the system architecture for AWOS and the requirements for the supported system deployments

Plan the Avaya Workforce Optimization Select deployment and complete the checklists
Perform the initial setup and connect the system components
Install the Avaya Workforce Optimization Select software
Configure the Avaya Workforce Optimization Select system to work with ACCS
Perform initial administration tasks required to deploy Avaya Workforce Optimization Select

Describe system administration on Avaya Workforce Optimization Select
Perform system navigation tasks in the Avaya Workforce Optimization Select system
Perform system operation tasks on Avaya Workforce Optimization Select
Identify the Avaya Workforce Optimization Select management tools on the administration interface window
Perform system management tasks on the Avaya Workforce Optimization Select system
Perform routine data management in Avaya Workforce Optimization Select
Perform Avaya Workforce Optimization Select Security tasks

Identify system troubleshooting tools and procedures on the AWOS
Identify and correct potential system failures.

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Avaya Workforce learning

Enabling Your agents to go domestic | 7765X Practice Test and exam Braindumps

via Brendan B. ReadSenior Contributing Editor, customer interplay options

There is not any region like domestic, and that's fitting increasingly genuine for contact facilities. An IDC examine "U.S. domestic-based mostly Agent 2008–2012 Forecast: Homeshoring in an Underwater World" initiatives that the quantity will grow at just about 19 percent per 12 months, with over 300,000 agents by 2010.

These estimates are being proven by using contact facilities. as an instance Convergys, which launched its software in 2007, has extended its community via 70 percent from 900 to 1,500 brokers in the U.S. and in Canada. The fashion is not constrained to U.S.-based mostly teleservices organizations. Telus, one of the vital Canada’s greatest communications carriers, is ramping up its at-domestic agent software, begun in 2006, to 1,050 brokers by way of the conclusion of 2009 from 750 firstly of this 12 months. they're going to represent pretty much 21 % of its contact middle personnel from 16 % presently. Telus’s at-home brokers at the moment live/work in communities no more than ninety five miles from the enterprise’s eight contact facilities: in Alberta, British Columbia, Ontario, and Quebec for travel in as needed. The carrier is now looking at broadening the community and eliminating the travel requirements so it may faucet qualified capabilities agents in other labor markets. So conventional that domestic working has develop into that industrial precise property firm CB Richard Ellis, which has a big contact core web page preference follow, now helps companies find the appropriate labor markets for home brokers. It has devised a home agent index, corresponding to its saturation stage that it's rolling out (extra within the June site preference characteristic). "We’ve found that we’ve had to reply what's happening within the industry, and going to domestic agents could be a large shift in thinking, " explains Kara Burns, associate Director, Consulting, CB Richard Ellis. "We trust just as labor is the accurate driver for bricks-and-mortar contact facilities it is an identical for home agents."

using agents HomeThere are strong charge and output drivers that proceed to bring contact core brokers domestic. The Telework Coalition, a telework advocacy/education company, experiences internet merits including facilities charge discounts and productivity gains as high as $10,000 to $20,000 per agent/yr. productivity additionally contains a more desirable means with the aid of home agents to deal with spikes for shorter length, with less observe and with plenty extra scalability than their bricks-and-mortar counterparts.

Michael DeSalles, strategic analyst, Frost and Sullivan stories that with the aid of going domestic businesses have attracted higher pleasant brokers, who in checks proved that they could convey more advantageous service than their bricks-and-mortar counterparts, domestically and offshore. Hiring for domestic-based positions has cut turnover by means of 30 %, which knocked down recruitment and working towards charges.

experiences have time and again proven that the capability to domestic work consistently ranks as one of the vital correct facets prospective personnel are seeking for from employers. One key reason is reductions of as much as $5,000/yr in commuting and work apparel expenses. another is avoiding increasingly lengthy and stressful commutes. home working is additionally green working. A Telus examine estimated that its application has resulted in 1.ninety four million kilometers (1.2 million miles) not driven 1,250 days of time and a hundred thirty five,000 kg of CO2 not launched into the ambiance since the software started. assisting to making domestic brokers take place is a starting to be consolation factor in businesses with personnel which are working sight unseen. extra mid-to senior administration are doing just that: on occasion, part-time, and in some instances full-time. employees are becoming used to have interaction with colleagues that they do not see. there is extra reliance on e-mails and IMs to talk with personnel, although they're within the identical office.

groups are also realizing that they could readily control at domestic agents, with the same equipment that they already use in contact facilities. call recording options from firms such as CyberTech international and workforce management purposes like Verint’s have an impact on 360 body of workers Optimization suite additionally helps the commonly variable deployment of home brokers.

on the same time businesses now have at their disposal new applied sciences that they can leverage to assist the home agent environments. These include enormously flexible systems, recruiting, practising, and communications equipment, protection solutions, and VoIP. alternatively there's a turning out to be legion of neatly-geared up teleservices organizations that address courses at agents’ buildings. as an example Sitel went are living with its ‘HomeShore’ application in 2008. These organizations are additionally experiencing increasing demand for this ‘place’. West witnessed an approximately 29 p.c boost in home agents from 14,000 to 18,000 during the last yr.

“The average market acceptance of the home agent mannequin is the maximum we’ve considered,” experiences Mark Frei, West Senior vice president of earnings. “We not must explain the benefits of home agents or why corporations may still examine [them]. organizations now understandthe benefits and are embracing the theory. They are seeking the premiere solution to put into effect a home agent program.”

domestic-Agent pleasant PlatformsThere is a starting to be array of domestic-agent-centered contact middle platforms, a lot of which can be hosted to supply scalability and adaptability to without problems let including greater of these team of workers. Volt Delta is hosting Transera’s Seratel utility on its wide network. brokers want simplest a laptop, cellphone, and internet connectivity. Supervisors and managers have a handy net-primarily based dashboard for monitoring and managing domestic brokers.

These platforms have become less demanding to manage. inContact has made its hosted platform one hundred percent browser primarily based-- it had been a thin client application--which lowers costs and made launching and aiding domestic brokers less demanding by using warding off installation and managing application. Telus, caused through customers who have been impressed via its home agent application, has parlayed that journey into a house working consulting and internet hosting carrier. Telus’s CallCenterAnywhereplatform can host, route, and launch inbound and dialer-initiated outbound calls. It partners with LiveXchange to supply shrunk home brokers both on CallCenterAnywhere or LiveXchange’s similar platform from Oracle. Telus’s worker agent support application aspects PSTN voice and DSL broadband connections built-in with CallCenterAnywhere or with the shoppers’ existing platform, pcs and comfortable networks, along with consulting services to aid customers’ deploy agents in home settings. The provider locations them together in a simple month-to-month invoice. it'll also present to appoint and control the brokers at home as its personnel and then offer them on brief outsourced basis to valued clientele.

There are new options to enable presence/unified communications hyperlinks to home agents. Presence is built into the Avaya domestic Agent solution that is a component of IP Agent/home Agent platform. That avoids sourcing and installation separate presence/UC software. Toshiba’s Strata ACD, with web mobile 6.0 offers a presence view that suggests precise-time repute of alternative users, including phone status, reputation message and IM chat status i.e. if net cellphone is launched and agent is on-line to settle for chat requests. It additionally supports whiteboard collaboration.

some of the realities of working from house is that tech aid is most regularly the people in the mirrors. There at the moment are equipment to help them. SupportSoft’s Dynamic Agent utility provides regular problem auto remediation and establishes precise-time triggers and signals that enable just-in-time guide. It also elements “1-click fixes” with a view to unravel their own considerations with consumer-pleasant ‘reveal me’, ‘tell me’, or ‘just do it for me’ content material.

Recruiting and TrainingThere are two key concerns with hiring domestic agents. the first is guaranteeing that the people have what it takes to do business from home. These attributes including amenities: quiet and at ease office house, legitimate broadband connections, and personal features and competencies: chiefly the skill to work independently. The 2d difficulty is volume.

The recognition of home based brokers can crush HR staff when be aware receives out that a firm is trying to find them.

There are pre-screening tools that can sift candidates for domestic agent suitability on good of agent skillsets. FurstPerson’s CC Audition® domestic Agent edition is an internet-based job simulation tool that permits job candidates to ‘play the half’ as in the event that they worked for you out of their buildings. CC Audition can also be coupled with FurstPerson’s [email protected] answer, which points a diagnostic module that evaluates job candidates’ computing device ambiance to see in the event that they meet home agent technical necessities. [email protected] can then verify how a ways into the trying out manner the candidates can go.

inContact presents a hosted browser-primarily based, assessment device with the capability to concurrently verify over 5,000 job candidates. candidates log into a customised web site and are examined for knowledge, attributes, and skills, and are then matched towards the purchasers’ custom job models to assess job healthy. Evolv has a customizable computerized hiring solution primarily for home-based agents with criteria in keeping with targeted job analysis and shadowing, competency modeling, discipline count number skilled interviews and validation reports. With it that you can specify and the answer will screen for you domestic office connectivity and ambiance necessities such as for computer systems and broadband availability and expertise noise distractions, equivalent to pets or little ones.

You establish and make use of those agents from both inner or exterior pools that are most effective-proper for particular programs. Evolv’s answer will inform you where your premier-high-quality applicants come from to in the reduction of or eliminate spending on ineffective job boards. It offers seamless integration to over 800 job boards.

domestic agent initial and refresher practicing is increasingly being delivered by way of e-getting to know: the equal as for bricks-and-mortar personnel, and blended with conferenced: audio/internet/video are living guideline or digital working towards. Telus is now looking at virtual practising to store money, stay away from having brokers shuttle in, and to extend the domestic agent universes.

domestic agent management some of the biggest challenges many firms say they have got in domestic working is maintaining these body of workers connected to their agencies in subculture, manufacturer identity in outsourced initiatives, product knowledge, and in teamwork. For that rationale some enterprises like Sitel and Thomas L. Cardella & acquaintances install home agents in constellations, and require them to come into the facilities. Others install common meetings at websites in the middle of home agent clusters to lessen transportation time and fees.

internet chat is a really valuable solution to reside involved. This performance is contained as an instance in Contactual’s Contactual OnDemand Contact center edition 6. It can also be used to chat with end users, between agents and supervisors, and between agents. A supervisor can use the chat to announce a special advertising to conclusion users or they can alert agents about a specific circumstance that has arisen that needs consideration correct away.

an extra and promising device is video. Avaya is releasing a video solution in an upcoming edition of Avaya home Agent, named one-X Agent. It permits them to transmit and receive streaming video clips, comparable to working towards or to help consumers with users, and for other brokers and supervisors to peer the domestic-based mostly body of workers. InfoCision administration Corp. uses a palette of recommendations to speak and reside in contact with its 200 domestic brokers. These include IM, weekly conferencing,practicing and conferences at centrally discovered venues, and, extra these days via a brand new internet web site and chat room the place supervisors and workforce pretty much converge. The web site, launched in December, 2008 includes advice starting from scheduling, program updates, bulletins, and outcomes to alert workforce to inbound spikes all the way through the day and night. brokers can search for their efficiency consequences for the week, which helps them to peer if they are heading in the right direction to bonus. training materials and talents tests are posted there in order that the body of workers can dwell refreshed on policies and techniques. “previously, we'd send e mail updates to all and sundry, once in a while a couple of a day after which they found that one of the vital agent have been now not continually receiving these updates,” explains Georganne Contos, manager - earn a living from home. “The web page solved this difficulty by using featuring a convenient, centralized place and a fine strategy to keep them aware of their resultson an everyday groundwork. understanding how shut they are to incomes a bonus basically helps to keep them inspired and focused on their performance.”

SecurityThere had been several key advances in guaranteeing protection with home agents that have developed to the point where client and corporate information is only as protected if now not more so after they tackle them in comparison with bricks-and-mortar personnel. That permits their compliance with data insurance policy legal guidelines such as HIPAA for healthcare and S-O-X for company governance, and with requirements akin to PCI for price cards. one of the vital crucial of those methods

is the construction of top of the line practices shaped from adventure. Contact centers who permit brokers to work at home constantly require them to wire their PCs without delay into the internet connections; domestic wi-fi networks are customarily not allowed and in some instances neither are printers.

Some businesses, equivalent to Telus, provide their brokers’ computer systems, treating their home workplaces like mini-satellite tv for pc locations, which offers the enterprises complete control over the hardware and application. they can be sure that antivirus tools are up so far, detect and take away malware, and song purposes

and information on the device, deleting folks that are unauthorized. An more and more standard option formula, pioneered on a big scale by West and being adopted by way of others is at ease lockdown. With it brokers can use their own computers however after they logon the firm takes over their machines and prohibits them from taking actions that violate company policies equivalent to downloading and installation unauthorized utility. This technique provides near-robust safety devoid of the can charge of possessing,

shipping, aiding, and receiving company-owned gadget. West makes use of Citrix’s secure Citrix® gateway to ensure that delicate consumer statistics under no circumstances resides on an agent’s computing device. LiveOps offers a secure lockdown answer, cozy laptop, as a part of its LiveOps

On-Demand call center Platform. simplest agent computer systems meeting LiveOps’ rigorous protection necessities are allowed to log on; each and every time they try to hook up with relaxed laptop, they must comprehensive in-depth antivirus, own firewall, gadget integrity, and repair pack compliance

checks. comfy desktop can become aware of and block key loggers and screen scraper viruses as they execute in real-time. None of those systems in fact verifies the individuals’ identities. For organisations that require that brought safety stage, akin to in financial features and healthcare Frost’s DeSalles is seeing organizations agree with voice biometrics, log in in line with voice patterns and keystroke authentication. individuals have entertaining keystroke signatures that will also be mapped and confirmed against when brokers login. One such voice biometric tool is Zehu’s Zehu Authenticator ™. It matches clients’ voices to a mathematical voice mannequin saved in a database the solution returns a highly correct authentication within seconds.

data between contact facilities and residential brokers flows over the general public web. There are two predominant cozy means that allow these connections by way of skill of a virtual inner most network, or VPN, which creates a comfortable ‘tunnel’ via encrypting the suggestions. One VPN method is IPsec (IP safety or IPsec) and the different is SSL (comfortable Socket Layer). An IPsec VPN makes use of customer application installed on the brokers’ PCs or routers that connects them to the network. An SSL VPN comes with both an analogous utility customer or a domain that the brokers can hook up with using any web browser.

IPsec VPNs are confirmed, professional, and are sometimes general to IT group of workers. they've long been used to connect branch and satellite workplaces with important areas. Greg Davis, vice chairman-sales, better features, MegaPath prefers SSLs as a result of he says they are more cozy. SSLs tests the brokers’ home computers for malware every time they log in and can prevent entry to specific purposes in keeping with who the person is, what class of equipment they’re using and whether or not they’re on a wired or instant connection. In distinction, with IPsec VPNs once the customer

software has been put in they can access the networks at any time: together with if they had been compromised with the aid of malware. SSLs also do not require IT departments to installation and control software on the clients’ PCs. Their downsides are that it can also be complicated to get some purposes to work with it whereas managing all the entry policies can be difficult.

Nortel’s VPN Tunnel take care of helps steer clear of PCs from fitting vehicles for viruses or different unwanted intrusions in the course of the VPN tunnels via enabling administrators to outline endpoint protection policies for conclusion-person PCs connecting to the VPN routers. It then ensures all faraway users/contraptions are inspected for compliance to the protection policies earlier than permitting access. VPN Tunnel shelter can enforce endpoint safety for PCs connecting directly via both IPSec or SSL VPNs.

Voice connectivityHome agents have customarily been linked to contact facilities by way of PSTN over premises or network switches as it is very professional and offers the optimum voice first-class. Yet voice over IP (VoIP), which uses packets comparable to that for email to transmit conversations as hostile to circuits in PSTN, is fitting a competing option due to lessen call transport and installing charges. Ongoing enhancements, aided by means of the expansion of excessive-bandwith broadband networks, now permit better exceptional of service (QoS) with clearer interactions with minimal name dropouts. There are all-IP switches similar to CosmoCom’s CosmoCall Universe which are optimized for linking inbound and managing outbound calls for domestic brokers.

There are, however, nevertheless enough lingering QoS issues with VoIP to make many however no longer all contact centers leery about linking domestic worker's with it. whereas firms like Convergys permits it a few teleservices firms comparable to arise and dealing solutions restrict the method; West discourages it.

“The problem or bottleneck with VoIP is a similar because it turned into eight years in the past when it turned into delivered; the remaining mile to the agents’ buildings is the constraint,” explains John Skrhak, Working solutions’

supervisor of community Operations and security features. “while the technology is getting an awful lot improved, without QoS control over the general public internet it could possibly nevertheless be very unpredictable.”

everyday ‘ridealong’ impartial IP-based phone functions on cable, DSL, or wireless broadband networks may additionally not offer the pleasant that agents want as a result of they cannot manage the voice exceptional.

One answer being put ahead from many sources are hosted managed networks, counting on cable, instant 4G LTE or WiMax, and possibly VoDSL to reach into agents’ buildings. Managed networks allow superior QoS with the aid of being able to prioritize voice packets in the statistics streams.

Telus has been taking a protracted, complicated analyze VoIP and can, in keeping with its analysis, pilot it this 12 months for its at-home brokers in Alberta and British Columbia the place it has a hastily expanding broadband DSL network. The carrier will put in force most advantageous practices corresponding to designating a component of bandwidth for the voice channel to evade QoS degradation.

“The expertise wasn’t there when they launched their inner at-home agent application however considering that then there have been a couple of adjustments which have made VoIP worth taking one more study, “explains Ian Cruicksank, manager, Telus client options at-domestic agent software.

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