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Refer to the exhibit. In an Intelligent Customer Routing (ICR) deployment, the Standard ICR CCA Session Detail Report (SDR) is shown below. What is the accurate explanation of this SDR report?
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Question 109 - 3309 discussion

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ICR Call Control Application (CCA) cancels an existing queued call and re-queues that call.

Which three conditions would explain why the call was re-queued? (Choose three.)

A.
There was a spike in the Estimated Wait Time (EWT).
Answers
A.
There was a spike in the Estimated Wait Time (EWT).
B.
The ICR CCA received incomplete routing information from ICR Core.
Answers
B.
The ICR CCA received incomplete routing information from ICR Core.
C.
The Queue Position increase was more than the configured Queue Position Spike Difference.
Answers
C.
The Queue Position increase was more than the configured Queue Position Spike Difference.
D.
Best Service Routing (BSR) Polling to Avaya Aura® Communication Manager (AACM) failed.
Answers
D.
Best Service Routing (BSR) Polling to Avaya Aura® Communication Manager (AACM) failed.
E.
The EWT information was not provided to the ICR CCA by the Self Service application, and AACM provided EWT which is greater than EWT spike configuration.
Answers
E.
The EWT information was not provided to the ICR CCA by the Self Service application, and AACM provided EWT which is greater than EWT spike configuration.
Suggested answer: A, C, D
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asked 16/09/2024
JULIAN SSEMALULU
21 questions
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