7492X Avaya Aura® Call Center Elite Support Exam Questions and Answers

A call center is set up to use Look Ahead Interflow (LAI) to distribute calls to multiple centers. To reduce costs, you implement Network Call Redirection (NCR).

Which command in the vector would invoke NCR when using LAI?

Which three commands can be used with Network Call Deflection? (Choose three.)

Which two vector variable types are strictly global in scope? (Choose two.)

The Status Poll VDN does not respond to a consider location vector command. Which three reasons are causing this problem? (Choose three.)

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

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 were implemented, those customers are queuing to the incorrect group of agents.

What would be the reason for this?

Which three statements are true about virtual routing? (Choose three.)

Best Services Routing (BSR) determines the best resource to service a call by examining which three variables? (Choose three.)

Which two statements describe the benefits of the Business Advocate (BA) feature? (Choose two.)

A call enters the system on Primary VDN 6023 that triggers vector 101, and Allow VDN Override Is set to yes on VDN 6023. After receiving the reply-best results from Status Poll vector on VDN 6024, the call Interflow to Interflow VDN 0O2T > with vector 102, and Allow VDN Override Is set to no.

Which VDN would be used for BSR Available Agent Strategy?

A customer has calls coming Into their contact center constantly. They do not want their customers to be waiting long before their call is answered, even if It is answered at a different site.

Which two features should be used in the vectors to ensure that all calls are answered tn a timely fashion? (Choose two.)

When deploying virtual environments, what factors should you consider for your virtual server?

A call center has four agents:

Agent 1 has experience with Sales and French.

Agent 2 has experience with Sales and English.

Agent 3 has experience with Support and English.

Agent 4 has experience with Sales and is bilingual in English and French

The first call comes in requiring sales assistance in English and a second call comes looking for Sales in French.

Which agent is still available for calls when the call center is using Best Service Routing and the next call requires French?

A customer with multiple locations wants to effectively balance the call load among agents at the various sites.

Which call center feature can provide this capability?

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?

What is the process for routing calls to one or more networked locations that appear as single center called?

You need to troubleshoot your Best Service Routing (BSR) polling vectors to verify that they are operating as intended.

Which command do you use to do this?

Which set of Vector Directory Number (VDN)/Vector types are used for multi-site Best Service Routing (BSR)?

A customer reports that they have an active alarm. The alarm is from the Media Director and reads “Device Monitor Failure”.

What should you advise the customer to do?

The call center has recently converted from 4 to 5 digit extensions. Since the conversion, callers to the Spanish Customer Service skill report that they can no longer reach a specific agent in the call center, even If they know the extension number.

Which two commands would provide information to isolate the problem? (Choose two.)

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?