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Avaya 7492X Avaya Aura® Call Center Elite Support Exam Exam Practice Test

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Total 83 questions
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Avaya Aura® Call Center Elite Support Exam Questions and Answers

Question 1

There are four main components of the Call Center Elite Multichannel configuration.

Which list contains all of the main components?

Options:

A.

Avaya Aura® System Manager, Multichannel XML Server, Multichannel Desktop Client, Core Server

B.

Avaya Aura® Session Manager, Multichannel XML Server, Multichannel Desktop Client, Core Server

C.

Avaya Aura® Communication Manager, Avaya Aura® Session Manager, Multichannel XML Server, Multichannel Desktop Client

D.

Avaya Aura® Communication Manager, Multimedia Database, Multichannel XML Server, Multichannel Desktop Client

Question 2

A customer has Avaya Communications systems located in Detroit, Chicago and Denver. All three systems are connected via ISDN Tie dunks. The customer is implementing multi site Best Services Routing (BSR) to intelligently compare resources and find the best call center to service their calls. Status polls from the Denver location to Detroit consistently fail.

What are two reasons that could be the root cause for this failure? (Choose two.)

Options:

A.

The trunks that tie Denver to Detroit are not Distributed Communication Systems (DCS+) or QSIG.

B.

The agents in Detroit are all in auxiliary work mode.

C.

There is no Best Service Routing application for the active Vector Directory Number (VDN).

D.

The Expected Wait Time for the skill in Detroit is being suppressed.

Question 3

Which operator of the SET command allows you to check number validation in dialed strings using Luhn’s algorithm?

Options:

A.

MOD10

B.

ADD

C.

CATR

D.

SEL

Question 4

A call center supervisor is trying to initiate an emergency condition by using FAC. After required FAC, a busy signal is returned.

Which three reasons are causing this problem? (Choose three.)

Options:

A.

The variable associated with emergency is not defined.

B.

The COS-group of the telephone set Console Permission disabled.

C.

The COS group of the telephone set has Priority Calling disabled.

D.

The FAC Vector Variable (VVl-9) Is not defined.

E.

The VDN variable Vl-9 Is not set.

Question 5

What are the three requirements for Best Services Routing (BSR) polling over IP without the B-channel signaling-group? (Choose three.)

Options:

A.

Max number of CA TSC

B.

Max number of NCA TSC

C.

Trunk Group for NCA TSC

D.

TSC Supplementary Service Protocol: b

E.

Route pattern must have TSC = N

Question 6

Which virtual touting feature can be set up to provide nearly first-in, first-out routing?

Options:

A.

Network Call Deflection

B.

Network Call Transfer

C.

Look-Ahead Interflow

D.

Enhanced Look-Ahead Interflow

Question 7

In a multi-site Best Services Routing (BSR) configuration remote locations during an agent surplus condition?

Options:

A.

On the System-parameter customer option form

B.

On the hunt group form

C.

On the BSR Application form

D.

On the Signaling group for BSR application

Question 8

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?

Options:

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

Question 9

What would trigger a vector event error?

Options:

A.

When vector processing reaches the maximum 1000 steps allowed

B.

When vector processing reaches the- maximum 100 steps allowed

C.

Misdirected calls

D.

Call Denial

Question 10

Given the following conditions:

  • In the Business Advance configuration
  • During agent surplus conditions
  • WHEN agents are available
  • The agent selection method is PAD

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

Options:

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

Question 11

When viewing TTrace Process Output, which two statements are true about the output windows? (Choose two.)

Options:

A.

the title bar of the output window shows the date and time

B.

the title bar of the output window shows the process name, the host name, and the process ID

C.

the system displays outputs with the newest at the bottom of the display

D.

the system displays outputs at the top of the display

E.

the window shows the last 1000 lines of the log file

Question 12

A customer has SLM In their contact center deployed, but would now like to add the Business Advocate feature to Increase staffing automation, so that the supervisor can spend more time coaching their agents.

Which statement Is true?

Options:

A.

Business Advocate can exist with FAS enabled.

B.

SLM can exist without EAS enabled.

C.

The Business Advocate feature and SI M cannot co-exist on the same system.

D.

The Business Advocate feature con run on the same system that has SLM configured.

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