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Avaya 7392X - Avaya Aura Call Center Elite Implementation Exam

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Total 63 questions

Which three- Vector Directory Number (VON) 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

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

A.

Agents should log in manually to each split.

B.

Agents could be logged in to 20 splits maximum.

C.

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

D.

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

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

A call center operations manager wants agents to manually enter a code to identify the reason for being in auxiliary (AUX) work status.

Which feature must be activated on the system-parameters customer-options to allow this?

A.

Call Work Codes

B.

Authorization Codes

C.

Reason Codes

D.

AUX State Codes

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

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

A.

The ability to change the skills assigned to an agent

B.

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

C.

The ability for an agent to answer multiple Automatic Call Distribution (ACD) calls

D.

The ability for supervisors to monitor an agent's ACD calls

E.

The customized handling of incoming calls via programmed commands

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

A.

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

B.

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

C.

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

D.

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