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Total 65 Questions | Updated On: Nov 20, 2024

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Question 1

Which vector object can replace the Time of Day (TOD) global Vector Variable?

A : Vector Routing Table

B : Business Schedule Table

C : Service Hours Table

D : Policy Routing Table

Answer: C

Question 2

A customer wants the ability to track the call types for Automatic Call Distribution (ACD) calls answered by

agents. These call types will be defined by the customer.

Which call center feature can the customer use to track their defined call types?

A : Multiple Call Handling (MCH)

B : Redirection on No Answer (RONA)

C : Feature Access Codes (FAC)

D : Call Work Codes (CWC)

E : Least Occupied Agent (LOA)

Answer: D

Question 3

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

A : It enables recorded announcements to be played to incoming calls.

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

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

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

E : It improves agent performance because supervisors can have agents handle calls based on either skilllevel or greatest need.

Answer: A,B

Question 4

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

simultaneously?

A : System-Parameters Security

B : Special System Parameters

C : System-Parameters Customer-Options

D : Feature-Related System Parameters

Answer: C

Question 5

When a customer upgrades from Basic Avaya Call Center to Avaya Aura® Call Center Elite, which three

features are added? (Choosethree.)

A : Service Level Maximizer

B : Business Advocate

C : Hunt Group

D : Call Management System (CMS)

E : Expert Agent Selection (EAS)

Answer: A,B

Page: 1 / 13

Total 65 Questions | Updated On: Nov 20, 2024

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