7492X Online Practice Questions and Answers

The call center has recently converted from 4 to 5 digit extensions. Since the conversion, callers to the

Spanish Customer Service skill report that they can no longer reach a specific agent in the call center,

even If they know the extension number.

Which two commands would provide information to isolate the problem? (Choose two.)

A. Display events extension

B. Display events vector

C. List trace vector

D. List trace extension

In which document can the events table be found?

A. Troubleshooting Avaya Aura Call Center Elite

B. Programming Call Vectoring Features in Avaya Aura Call Center Elite

C. Administrator Guide tor Avaya Communication Manager

D. Feature Description and Implementation for Avaya Communication Manager

What are the three consideration requirements for the deployment of Network Call Deflection? (Choose

A. The second leg of the call is set up by the redirecting Communication Manager.

B. Network Call Deflection is only available In Europe and must be compliant with ETSI Supplementary Service Network Call Deflection.

C. Announcement, collect digits, converse-on, wait for hearing music, wait for the hearing announcement, ringback, or silence cannot be used for NCD.

D. NCD by the PSTN can occur only if the incoming call to the Avaya Aura Communication Manager is not answered.

E. A route-to number r 13035485103 must be used in vector step processing and Net Redir=y in the BSR Application plan.

To activate and use Best Services Routing (BSR) Available Agent Adjustment, which two must be configured In the Avaya AuraCM Elite Call Center? (Choose two.)

A. The BSR Application ID must be set in the VDN form.

B. Set the Available Agent Adjustments tor BSR to y in the System Parameters Feature form.

C. The Available Agent Adjustments for BSR must be set to YES on System-Parameters Customer Options.

D. Percent Allocation in the Business Advocate feature must be enabled.

What must be administered In the route pattern for a multi-site Best Service (Services Routing (HSR) application?

A. The trunk group must be H.323.

B. The FRL settings do not apply to HSR.

C. Set TSC to y and set CA-TSC to "as needed".

D. The ISDN parameters "QSIG/ETSI TSC Extension" can be left blank.

In administering multi-site Best Services Routing (BSR), what are the two configuration that are associated VDN configuration (Choose two.)

A. UUI Treatment

B. Supplementary Service Protocol

C. BSR Available Agent strategy

D. BSR Application

Refer to the exhibit.

What are three reasons for turning on "Net Redir" = y? (Choose three.)

A. Network Call Deflection does not use ISDN messaging.

B. It supports route-to number ~rl23658888.

C. It increases trunk usage and costs.

D. It supports Network Call Transfer.

E. It decreases trunk usage and costs.

A call center has four agents:

Agent 1 has experience with Sales and French.

Agent 2 has experience with Sales and English.

Agent 3 has experience with Support and English.

Agent 4 has experience with Sales and is bilingual in English and French The first call comes in requiring

sales assistance in English and a second call comes looking for Sales in French.

Which agent is still available for calls when the call center is using Best Service Routing and the next call

requires French?

A. Agent 1

B. Agent 2

C. Agent 3

D. Agent 4

A call enters the system on Primary VDN 6023 that triggers vector 101, and Allow VDN Override Is set to yes on VDN 6023. After receiving the reply-best results from Status Poll vector on VDN 6024, the call Interflow to Interflow VDN 0O2T> with vector 102, and Allow VDN Override Is set to no. Which VDN would be used for BSR Available Agent Strategy?

A. VDN 6026

B. VDN 6025

C. VDN 6024

D. VDN 6023

A customer uses multi site Best Service Routing (BSR) and IP trunks to handle callers in the most efficient

manner. To conserve bandwidth they would like announcements to be sourced at the local, regardless of

which site is deemed "best".

Which licensed feature must be activated to accomplish this?

A. BSR Usage Allocation Enhancements

B. ISDN/SIP Network Call Redirection

C. VDN Return Destination

D. BSR Local Treatment for IP and ISDN

Which three statements about LAI requirements are true? (Choose three.)

A. Intelligently route calls among the call centers to achieve a better ACD load balance.

B. The receiving switch is able to accept or deny interflowed calls sent by the sending switch.

C. The routing of an incoming call to an external switch must be answered at the originating switch.

D. Look-Ahead Interflow (LAI) improves call-handling capability and agent productivity for call centers with multiple locations.

E. It Is able to use the adjust-by vector command to better manage EWT.

Given the following conditions:

1.

In the Business Advance configuration

2.

During agent surplus conditions

3.

WHEN agents are available

4.

The agent selection method is PAD

When a call arrives, how will the Communication Manager interpret the highest priority calls?

A. As the highest skill level agent with the lowest occupancy

B. As the agent with the lowest ratio of adjusted work time and target allocation for the skill

C. As the highest skill level, most idle agent

D. As the most idle agent, without regard to skill level

A customer using the TTrace tool wants to see a list of services that have been configured, and also select

their respective logging levels.

Which TTrace tool will accomplish this?

A. TTrace Log2Zip

B. TTrace Configuration

C. TTrace Server

D. TTrace Console

A customer uses the quick installer to install the core applications for their Call Center Elite Multichannel

system.

Which three core server applications require manual configuration during the installation process? (Choose

three.)

A. Media Director

B. Call Routing Server

C. Interaction Data Server

D. Web Chat for IIS

E. Email Media Store

What are three advantages of the Avaya Customer Experience Virtualized environment? (Choose three.)

A. Enables capital equipment expenditures

B. Divides up resources among different locations

C. Enables businesses to scale rapidly

D. Lowers operational expenses

E. Requires fewer servers