For a Split Day report, how many days of historical data are shown in the Basic Call management System (BCMS)?

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A customer has the Elite Call Center package and wants Basic Call Management System (BCMS) for reports.Which statement is true about this scenario?

BCMS does not support all Call Center Elite features.

BCMS has all the functions Call Management System (CMS) supports but with less capacity.

BCMS generates Split Reports and not Skills Reports.

BCMS does not support all Call Center Elite features.

BCMS is only offered for customers with a Basic Call Center package.

What provides built-in real-time and historical reporting capabilities for the call center, including reports for Splits/Skills, Agents, Vector Directory Numbers (VDNs) and Trunk Groups?

Basic Call Management System (BCMS)

Automatic Number Identification (ANI)

Basic Call Management System (BCMS)

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

the customized handling of incoming calls via programmed commands

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

the customized handling of incoming calls via programmed commands

the ability for supervisors to monitor an agent’s Automatic Call Distribution (ACD) calls

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

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

the ability to change the skills assigned to an agent

Which two parameters must be configured to allow Service Observing while off site?(Choose two.)

Service Observing Listen Only Access Code

Service Observing (Remote/By FAC)

Service Observing Listen Only Access Code

COR – Restriction Override set to all

Service Observing (Remote/By FAC)

Which two statements describe the benefits of using Expert Agent Selection (EAS)?(Choose two.)

It provides options for selecting among available agents with the same skill.

It improves agent performance because supervisors can have agents handle calls based on either skill-level or greatest need.

It enables recorded announcements to be played to incoming calls.

It provides options for selecting among available agents with the same skill.

It facilitates routing of incoming calls to a Voice Response Unit to facilitate self-service.

It provides basic reporting on Vectors, Agents, and Trunk Groups.

It improves agent performance because supervisors can have agents handle calls based on either skill-level or greatest need.

How can an installer identify if a customer has the Avaya Aura® Call Center Elite package?

Check the System-Parameters Customer-Options Form and search for the EAS field.

Check the System-Parameters Customer-Options Form and search for the Vectoring (3.0 Enhanced) field.

Check the System-Parameters Customer-Options Form and search for the EAS field.

Check the Feature-Related System Parameters and search for the Call Center Elite field.

Check the System-Parameters Customer-Options Form and search for the Call Center Elite field.

Which statement about concurrent agent user licenses is true?

Only the specified number of licensed units can gain access to and register the agent with Communication Manager at any given time.

Number of agents that can be registered in more than one Communication Manager simultaneously.

Number of agents that can be added to the system.

Only the specified number of licensed units can gain access to more than one skill at a time.

Only the specified number of licensed units can gain access to and register the agent with Communication Manager at any given time.

While configuring the Service Observing feature, which three forms should be configured and/or verified? (Choose three.)

Feature-Related System Parameters

System Parameters Customer-Options

Feature-Related System Parameters

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

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

Agents should log in manually to each split.

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

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

Agents can be logged in to 20 splits maximum.

Agents should log in manually to each split.

A customer wants to avoid an abandoned call if an agent leaves their position, and an incoming Automatic Call Distribution (ACD) call rings at the agent’s telephone.Which call center feature provides this capability?

Redirection on No Answer (RONA)

Forced Agent Logout form the After Call Work (ACW) mode

Which three statements about configuring a Call Center with the Elite offer are true?(Choose three.)

Service Level Maximizer (SLM) can be used as a skills-based call distribution type.

It is possible to use Vector Directory Number (VDN) skill preferences.

It includes Expert Agent Selection (EAS) and Business Advocate (BA).

Service Level Maximizer (SLM) can be used as an agent-based call distribution type.

Service Level Maximizer (SLM) can be used as a skills-based call distribution type.

Call Management System (CMS) or IQ must be used as the reporting tool.

It is possible to use Vector Directory Number (VDN) skill preferences.

It includes Expert Agent Selection (EAS) and Business Advocate (BA).

Which form displays the total number of Automatic Call Distribution (ACD) agents that can be logged in simultaneously?

System-Parameters Customer-Options

Feature-Related System Parameters

Refer to the exhibit.You configured vectors in your New York and Denver locations to use Look Ahead Interflow. You want your New York location to interflow to your Denver location if the Denver split has less than 10 calls in queue. After setting vectors in the exhibit you find that calls are interflowing to Denver.What would cause calls to interflow to Denver?

The route-to number command in step 6 in New York is allowing calls to Interflow to Denver.

Step 8 in Denver should be a busy command.

The route-to number command in step 6 in New York is allowing calls to Interflow to Denver.

The wait-time command in step 1 in Denver is considered a call acceptance command and calls to Interflow.

The wait-time command in step 3 in Denver is considered a call acceptance command and allowing calls to Interflow.

A customer wants to routinely monitor their vectors for unexpected results.How should they monitor their results?

Use the display events command in the Communication Manager.

Use the list history command in the Communication Manager.

Use the System Maintenance > Reports > Error Log Report in the Call Management System.

Use the Exceptions > Reports > Vector Exceptions in the Call Management System.

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

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

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

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

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

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

A customer wants to configure their call center for emergencies.Which action would you advise the call center supervisor to use to configure an alternate call path in case of a disaster?

Set of a feature access code that detects a power outage and reroutes calls automatically

Set a vector directory number with a collect-type variable.

Set a value variable and change the value assigned using a feature access code.

Set a trunk group and change the trunk number using a variable.

To improve call handling and agent productivity, you set up a vector using Look Ahead Interflow to check if the remote site can accept a call, and has an agent available. You only want to interflow calls that are at the top two positions of the queue.Which command would be entered in the vector to accomplish this?

route-to number 9581234 with cov n if interflow-gpos<=2

route-to number 9581234 with cov y if interflow-gpos>=2

route-to number 9581234 with cov n if interflow-gpos<2

route-to number 9581234 with cov n if interflow-gpos<=2

route-to number 9581234 with cov y if interflow-gpos=2

Refer to the exhibit.Given the information in the exhibit, what happens to a call if someone calls this vector on Tuesday January 1 at 10:00?

The call will queue to skill 1.

The call will be routed to 2048.

The call will queue to skill 1.

The call will be routed to 2049.

Refer to the exhibit.A call center administrator has devised a way to provide special treatment for high profile customers, by filtering these agent’s Automatic Number Identification (ANI) using a vector routing table, and interflowing these calls to be queued at a higher priority. Unfortunately, after the new VDN/vector steps where implemented, those customers are queuing to the incorrect group of agents.What would be the reason for this?

VDN Override on VDN 7202 is set to no.

VDN Override on VDN 7201 is set to yes.

No agents are staffed in skill 1.

The caller has blocked his calling party number, a match cannot be found, and call processing for this call will cease.

Which two functions do Vector Directory Numbers (VDNs) perform in a call center?(Choose two.)

VDNs route calls by pointing to a vector.

VDNs pass parameters to the vector for processing.

VDNs ensure that agents can originate and terminate calls.

VDNs interpret the skills an agent has.

VDNs route calls by pointing to a vector.

VDNs define the call flow through the call center.

VDNs pass parameters to the vector for processing.

What is the recommended audio format to be played by the Avaya Aura® Media Server?

16bit, 8kHz, Single channel, PCM files

64bit, 8kHz, Multiple channel, PCM files

16bit, 8kHz, Multiple channel, PCM files

64bit, 8kHz, Single channel, PCM files

What are three capabilities of Avaya Aura® Media Server?(Choose three.)

Can be shared with multiple CM’s

TDM interfaces for digital and analog stations and trunks

Can be shared with multiple CM’s

Has the capacity of up to 1000 AAMS

Avaya 7392X Practice Test 1 - Free Online Exam Prep & Questions

Which type of virtual routing allows calls among call centers to achieve improved Automatic Call Distribution (ACD) load-balance by comparing sites?

Adjunct Routing

Network Call Redirection

Network Call Transfer

Look-Ahead Interflow

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