ENTERPRISE BROWSER
What is the primary day-to-day access path for CCaaS?
Fiserv Enterprise Browser
What application must be installed as part of the browser-extension setup?
Desktop Companion App for Dynamics 365
What status should you select when you are ready to receive phone calls?
🟢 Available / Online
Name two controls available in the CCaaS Communication Panel.
Accept any two:
BEFORE: Zoom Phone / Zoom App
NOW: _______
CCaaS through Fiserv Enterprise Browser or VDI
What authentication does CCaaS normally use when you log in?
Microsoft 365 authentication
Approximately how long does an incoming-call notification remain available before CCaaS may auto-accept the call?
5 seconds
Name two options available under More in the Communication Panel.
Accept any two:
BEFORE: Zoom status + Receive Shared Calls
NOW: _______
CCaaS Available / Offline presence
True or False: If Enterprise Browser is unavailable, you can open CCaaS in regular Chrome instead.
❌ False
After the Desktop Companion app is installed, what must you do before continuing?
Open/run the app so it is running.
How long is the standard After Call Work period when ACW is enabled?
60 seconds
You need to review a completed call from yesterday. Which CCaaS section should you use?
Conversations → All Conversations
Under the old Zoom workflow, an unanswered call could add additional routing wait. What major incoming-call behavior does CCaaS introduce?
Approximately 5-second auto-accept
Jorge used VDI during the original CCaaS training. Why?
So he could share his screen / take screenshots while demonstrating the protected environment.
What visual confirmation tells you that the Desktop Companion app and extension are working together?
A black box with your name appears in the lower-right corner of the screen.
What is the maximum number of open interaction/call-log tabs referenced in the CCaaS process?
10
A customer asks to be transferred to another team. Does having a Transfer button mean you should automatically use it?
❌ No
True or False: Because CCaaS creates its own interaction record, BentoBox Support no longer needs Front for notes and follow-up.
❌ False
You open CCaaS in Enterprise Browser before your shift and receive an Invalid License or permissions error. What should you do?
Capture/report the issue and escalate the access/provisioning problem
Put these actions in the correct order:
A. Confirm the black box appears
B. Open Enterprise Browser and log in
C. Download/install the Desktop Companion app
D. Run the Desktop Companion app
C → D → B → A
Name the two things you should do in CCaaS after completing an interaction so old calls do not remain unfinished in your workspace.
Select the appropriate disposition code(s)
AND
Close the interaction tab
You are reviewing voicemails, but My Open Voicemails appears empty. Which view should you check before assuming there are no new voicemails?
All Voicemails
Yesterday a customer called Support. Today you need to investigate exactly what happened. Name three things CCaaS can provide from the historical interaction.
Accept any three: