4.0 Resources

Question 1

4.1.1 - Identify common technologies used in the support center

Answer 1

Telephony systems:
>Automated Call Distribution (ACD)
>Private Branch Exchange >(PBX)
>Voice-over-Internet Protocol (VolP)
>Computer Telephony Integration (CTI)
>Universal queuing
>Voicemail
>Interactive Voice Response (IVR)
>Automatic Voice Recognition (AVR)
>Fax
>Monitoring
>Call management (reporting)

Service management tools:
>Incident Management
>Problem Management
>Change Management
>Configuration Management
>Knowledge Management

>Workflow
>Reporting systems
>Self-service systems
>Self-healing systems
>Alert systems
>Broadcast systems:
    Monitor boards
    Paging systems
>E-mail management

>Electronic communication:
   E-mail
   Web
   Chat
   Instant messenger (IM)
>Wireless:
   Mobile phones
   Pagers
>Remote tools:
   Remote access
   Remote control
   Remote collaborations

Question 2

4.1.2 - Explain the difference between a PBX and ACD

Answer 2

A private branch exchange (PBX) is an in-house phone
switch system that connects telephone extensions to
between private each other and to the external phone network. The PBX
branch exchange handles the basic functions of a business’ telephone system, such as call forwarding and conference calling.

An automatic call distribution (ACD) system is a computerized phone system that responds to callers with a voice menu and connects the call to the appropriate support professional. An ACD can equally distribute calls based on real-time
workloads and previously programmed criteria.

Question 3

4.1.3 - Define computer telephony integration (CTI)

Answer 3

> (CTI) Is the integration of the voice world (telephony) with the data world (computer)

> Identifies callers to the representative (i.e.,
the screen pop has the caller’s name, etc.)

> Allows for viewing of customer management statistics and reporting
data across multiple platforms

> Applies business rules for delivering personalized
service, (i.e., route to a specific individual or team)

> Reduces cost while improving
the quality of service