Avaya Aura Call Center Elite Implementation and Maintenance practice questions
Which Expert Agent Selection (EAS), an agents internal login ID is associated with a specific telephone.
When does this happen?
A. when the agent’s login ID is administered In the switch
B. when the agent logs in at that telephone
C. when the telephone extension is configured on the station form
D. when the station has Auto Answer enabled
Which three parameters of the list command provides information about the Policy Routing Table (PR)? (Choose three)
A. list usage policy-routing
B. list trace vdn
C. list trace vector
D. list history
E. list trace policy-routing-table
Before beginning a customer contact center design, which three design elements are needed? (Choose three)
A. network map
B. firmware updates
C. equipment list
D. test plan
E. customer requirements worksheets
A supervisor with console permission can enter an agent’s login ID, and add or remove- an agents skill via feature access code (FAC). Agents can also dial FAC to add 01 remove a skill. Which statement is true about the configuration of this feature?
A. The supervisors class of restriction (COR) must have the field “Can Force a Work State Change”
B. The supervisors class of services (COS) must have the field “Add/Remove Agent Skills” set to Y.
C. The supervisors COR must have the field “Add/Remove Agent Skills” set to y.
D. The supervisors COS must have the field “Can Force a Work State Change” set to y.
E. The agent’s COS must have the field “Add/remove Agent skills” set to y.
A single vector can serve multiple Vector Directory Numbers (VDN). VDN and vector variables can greatly ease administration. Given the information in the exhibit when a caller is queued in vector 1999 via VDN 7200, which announcement will be played on step 6?
Given the information in the exhibit, what happens to a call if someone calls this vector on January 1 at 10:00?
A. The call will queue to skill 1
B. The call will be disconnected
C. The call will be routed to 2048
D. The call will be routed to 2049
Which three statements are true about configuring a Call Center with the Elite offer? (Choose three)
A. It is possible to use Vector Directory Number (VDN) skill preferences.
B. Call Management System (CMS) or IQ must be used as the reporting tool.
C. It includes Export Agent Selection (EAS) and Business Advocate (BA).
D. Service Level Maximize (SLM) can be used as a skills-based call distribution type.
E. SLM can be used as an agent-based call distribution type.
A supervisor like a summary report from Basic Communication Management System (BCMS) and is not sure what data items are available for this report. Which three objects are available for a summary report? (Choose three)
The Vector Directory Number (VDN) of Origin Announcement (VOA) provides agents with a short message about a callers city of origin or requested service based on the VDN used to process the call. Which three items should be verified if the agents are not receiving this message? (Choose three.)
A. the Agent form
B. the class of restriction (COR) form
C. the announcement form
D. the VDN form
E. the Feature-related System parameters
A customer wants the ability to request unavailable agents for a specific skill, and have those agents be made available to take calls?
What calls center feature can provide this ability?
A. Multiple Call Handling (MCH)
B. Best Service Routing (BSR)
D. Interruptible Aux Work
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
When planning a call center implementation, what is the Agent Skills Worksheet used for?
A. to define the Feature Access Codes for the call center
B. to assign the call Distribution method to skills
C. to provide Skill Preferences for Vector Directory Numbers (VDNs)
D. to define the queue-to skill steps for vector processing
E. to identify the skill numbers and levels to be assigned to agents
Which two Vector Directory Number (VDN) parameters are associated with the active VDN? (Choose two)
A. Class of Restriction (COR)
B. Tenant Number (TN)
C. Class of Services (COS)
E. VDN Skill
While configuring a vector using the best Service Routing feature, the installer was not able to use the consider location command.
Why did the installer encounter this feature?
A. The Best Service Routing feature was not enabled on the Feature-Related System Parameters form.
B. Look Ahead Interflow (LAI) was not enabled on the System-Parameters Customer Options form
C. Expert Agent Selection (EAS) was not enabled on the Feature-Related System Parameters form.
D. Preference Handling Distribution (FAS-PHD) was not enabled on the System-Parameters Customer-Options form.
A customer wants to routinely monitor their vectors for unexpected results.
How would they monitor their results?
A. In the Communication Manage (CM), use the list history command.
B. In the CM, use the display events command.
C. In Call Management System (CMS), use the System Maintenance > Reports > Error Log Report
D. In CMS, use the Exceptions > Reports > Vector Exceptions.