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Guide for Avaya Aura® Call Center Elite Support Exam

Quiz Avaya Aura® Call Center Elite Support Exam

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/ 10

Quiz

1/10
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.)
Select the answer
2 correct answers
A.
Display events extension
B.
Display events vector
C.
List trace vector
D.
List trace extension

Quiz

2/10
Which three statements are true about virtual routing? (Choose three.)
Select the answer
3 correct answers
A.
CTI is a required component for multi-site configuration
B.
Virtual routing allows the call centers to be transparent, and act as a virtual call center that is
transparent to the user
C.
Virtual routing involves only contacts that are non-voice related such as email and chat
D.
Virtual routing can be implemented in single-site or multi-site configuration
E.
Virtual routing determines where to route the call according to the criteria: Look-ahead interflow
or Advanced look-ahead interflow

Quiz

3/10
Best Service Routing (BSR) allows adjusting the idle time of agents when determining agent
selection. You are considering the step adjustment set to 20 for a given location.
Which statement about agent adjustments for the considered location step is true?
Select the answer
1 correct answer
A.
The agent’s idle time is adjusted up by 20%, unless the idle time is greater than 100 seconds at
which point is adjusted up by 20 seconds
B.
The agent’s idle time is decreased by 20 seconds, unless the idle time is greater than 100 seconds
at which point it is decreased by 20%
C.
The agent’s idle time is always adjusted down by 20 seconds
D.
The agent’s idle time is always adjusted up by 20 seconds

Quiz

4/10
In a multi-site Best Services Routing (BSK) configuration, what is the purpose of the Status Poll
vector?
Select the answer
1 correct answer
A.
The vector is activated when the given remote server is the best available.
B.
The vector contacts the specified remote servers, and collects information from that remote
server.
C.
The vector compares skills at its location and replies to the origin server with information on the
best of these skills and estimated wait times (EWT).
D.
The vector queues the call to the resource that is likely to provide the best service.
Reference:
http://btbusiness.custhelp.com/euf/assets/TelephoneSystems/Avaya/CallCentre/07_300303_1.pdf

Quiz

5/10
In which document can the events table be found?
Select the answer
1 correct answer
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

Quiz

6/10
Refer to the exhibit.


Certification Exam Avaya Aura® Call Center Elite Support Exam Avaya Avaya-7492X 2-3934648388


The reply-best vector command is applied to which BSR VDN/Vector?
Select the answer
1 correct answer
A.
Status Poll Vector
B.
Primary Vector
C.
Interflow vector
D.
Adjunct Vector

Quiz

7/10
What are the three consideration requirements for the deployment of Network Call Deflection?
(Choose
Select the answer
3 correct answers
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.

Quiz

8/10
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.)
Select the answer
2 correct answers
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.

Quiz

9/10
The Status Poll VDN does not respond to a consider location vector command. Which three reasons
are causing this problem? (Choose three.)
Select the answer
3 correct answers
A.
The Incorrect Status Poll VDN is defined in HSR application form.
B.
The Console Permission is NOT enabled.
C.
The Route-pattern TSC settings has a setting = n.
D.
The Interflow Vector Is not defined at the remote location.
E.
The Status Poll VDN is using TAC Instead of aar analysis digits.

Quiz

10/10
What must be administered In the route pattern for a multi-site Best Service (Services Routing (HSR)
application?
Select the answer
1 correct answer
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.
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