7392X Online Practice Questions and Answers

Which type of virtual routing allows calls among call centers to achieve improved Automatic Call Distribution (ACD) load-balance by comparing sites?

A. Adjunct Routing

B. Network Call Redirection

C. Network Call Transfer

D. Look-Ahead Interflow

Which two benefits to a Call Center does the Call Vectoring feature provide? (Choose two.)

A. the customized handling of incoming calls via programmed commands

B. the ability for supervisors to monitor an agent's Automatic Call Distribution (ACD) calls

C. the ability for an agent to answer multiple Automatic Call Distribution (ACD) calls

D. the conditional call treatment or routing based on parameters such as time of day, day of week, holidays, etc.

E. the ability to change the skills assigned to an agent

A customer is currently using the Communication Manager Automatic Call Distribution (ACD) feature, and will be enabling the Expert Agent Selection (EAS) feature.

With EAS enabled, which software mechanism is used for queuing?

A. Agent IDs

B. VDNs

C. Agent Stations

D. Skills

Which two statements about Automatic Call Distribution (ACD) with Expert Agent Selection (EAS) disabled are true? (Choose two.)

A. After an ACD-call, an agent will automatically change its state to AUX.

B. Splits can be measured by Basic Call Management System (BCMS).

C. Agents can be logged in to 20 splits maximum.

D. Agents should log in manually to each split.

Which form displays the total number of Automatic Call Distribution (ACD) agents that can be logged in simultaneously?

A. System-Parameters Security

B. Special System Parameters

C. System-Parameters Customer-Options

D. Feature-Related System Parameters

A customer wants to routinely monitor their vectors for unexpected results. How should they monitor their results?

A. Use the display events command in the Communication Manager.

B. Use the list history command in the Communication Manager.

C. Use the System Maintenance > Reports > Error Log Report in the Call Management System.

D. Use the Exceptions > Reports > Vector Exceptions in the Call Management System.

Which property of the SET command makes the command unique when dealing with variables?

A. The SET command reassigns variables to new values during the process of a vector.

B. The SET command allows variables to be manipulated using arithmetic and string operators.

C. The SET command allows a group of variables to follow a specific pattern.

D. The SET command allows you to place calls in a particular queue.

A customer wants to configure their call center for emergencies.

Which action would you advise the call center supervisor to use to configure an alternate call path in case of a disaster?

A. Set of a feature access code that detects a power outage and reroutes calls automatically

B. Set a vector directory number with a collect-type variable.

C. Set a value variable and change the value assigned using a feature access code.

D. Set a trunk group and change the trunk number using a variable.

To ensure that announcements always start at the beginning when played as part of a vector, which action must be taken?

A. Create forced announcements.

B. Set the queue field to Yes.

C. Use Analog announcements only.

D. Use external announcements.

Which component provides audio support in Avaya Aura?Call Center Elite?

A. System Manager

B. Communication Manager

C. Avaya Aura?Media Server

D. S8300 Server Blade

Agents/supervisors want to have the ability to login/logout of splits/skills, change their work mode, and perform service observing.

What is used to facilitate this ability?

A. Dial Access Plans

B. Feature Access Codes (FACs)

C. Skill Assignment

D. Business Advocate (BA)

Which three Vector Directory Number (VDN) parameters are associated with the active VDN? (Choose three.)

A. VDN Skill

B. Class of Services (COS)

C. Tenant Number (TN)

D. Best Services Routing (BSR) Application

E. Measured

Which two statements describe why the agent's state would be designated as `OTHER' in a non-EAS environment? (Choose two.)

A. The agents are on calls from another split.

B. The agents are on outgoing calls.

C. The agents are dialing a number to place a call or activate a feature.

D. An ACD call is ringing at their telephone.

E. The agents have pressed their aux work button.

Which Expert Agent Selection (EAS), when is an agent-loginID associated with a specific extension?

A. When the station has Auto Answer enabled

B. When the telephone extension is configured on the station form

C. When the agent's login ID is administered in the switch

D. When the agent logs in at that extension

A customer wants the ability to track the call types for Automatic Call Distribution (ACD) calls answered by agents. These call types will be defined by the customer.

Which call center feature can the customer use to track their defined call types?

A. Multiple Call Handling (MCH)

B. Redirection on No Answer (RONA)

C. Feature Access Codes (FAC)

D. Call Work Codes (CWC)

E. Least Occupied Agent (LOA)