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Question 1

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

Question 2

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

Question 3

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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?

Question 4

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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?

Question 5

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

Question 6

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Which scope is defined by the time-of-day (TOD) variable?

Question 7

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

Question 8

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

Question 9

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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 me

Question 10

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

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Related questions

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

You need to troubleshoot Best Service Routing (BSR) vectors for multi-site routing to verify that they are operating as intended. Which command would you use to do this?

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

A call center has agents skilled in sales of product X. You want them to be able to wrap up calls after they complete a sales call. To allow this agent to wrap up a call, which parameter should be adjusted?

Which option describes a feature access code?

If an agent has the skills to handle one call: Call 1, with priority 3 that is queued for 10 minutes with skill level 5 Call 2, with priority 3 that is queued for 15 minutes with skill level 10 Call 3, with priority 5 that is queued for 15 minutes with skill level 15 Call 4, with priority 1 that is queued for 15 minutes with skill level 15 Under the skill level handling preference, which of the calls will the agent handle first?

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

A call center where agents handle customers with account numbers is using Call Center Elite. The call center wants to offer a survey to customers who complete their tasks to determine the level of service they have received. Which feature would you suggest when the call center offers a survey to the people who have called?

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?

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

Question 51 - 7392X discussion

Report

Which two statements describe why the agent’s state would be designated as ‘OTHER’ in a non-EAS environment? (Choose two.)

A.

The agents are on calls from another split.

B.

The agents are on outgoing calls.

C.

The agents are dialing a number to place a call or activate a feature.

D.

An ACD call is ringing at their telephone.

E.

The agents have pressed their aux work button.

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asked 16/09/2024

Tom Bodett

39 questions

User

Your answer: A B C D E

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