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Question 1: The Human Resources department wants to have the HR help line?appear on everyone'stelephone (8 users) in the department. They want any available employee to answer "HR
help line" calls. In addition, they want to be able to receive as many simultaneous calls as
there are employees (8) in the department. What would you recommend to the customer?
A. An Automatic Call Distributor (ACD) queue must be setup in Load 32. The 8 employees are
then defined as agents of that ACD group.
B. A Uniform Call Distribution (UCD) list can be defined with the DN's of the 8 employees in
the Human Resources department.
C. A multiple Appearance, Single Call Arrangement DN (SCR or SCN) can be programmed as a
secondary DN on the 8 users digital or Internet Telephones. It allows as many calls to be in
progress as there are appearances of the DN.
D. A Multiple Appearance, Multiple Call Arrangement DN (MCR or MCN) can be programmed
as a secondary DN on the 8 users digital or Internet Telephones. It allows as many calls to be in
progress as there are appearances of the DN.
Correct Answer: D
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