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

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Questions # 1:

Which three statements about LAI requirements are true? (Choose three.)

Options:

Intelligently route calls among the call centers to achieve a better ACD load balance.

The receiving switch is able to accept or deny interflowed calls sent by the sending switch.

The routing of an incoming call to an external switch must be answered at the originating switch.

Look-Ahead Interflow (LAI) improves call-handling capability and agent productivity for call centers with multiple locations.

It Is able to use the adjust-by vector command to better manage EWT.

Answer

A, B, D

Explanation

References: https://downloads.avaya.com/css/P8/documents/100082003

https://downloads.avaya.com/css/P8/documents/101038024

Questions # 2:

To activate and use Best Services Routing (BSR) Available Agent Adjustment, which two must be configured In the Avaya AuraCM Elite Call Center? (Choose two.)

Options:

The BSR Application ID must be set in the VDN form.

Set the Available Agent Adjustments tor BSR to y in the System Parameters Feature form.

The Available Agent Adjustments for BSR must be set to YES on System-Parameters Customer Options.

Percent Allocation in the Business Advocate feature must be enabled.

Answer

C, D

Questions # 3:

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

Options:

Vector Routing Table

Business Schedule Table

Service Hours Table

Policy Routing Table

Answer

Questions # 4:

A customer wants to use the TTrace application on their desktop to monitor remote servers.

Is this possible?

Options:

Yes, the customer can use the TTrace Server, the configuration should be installed on the server and the TTrace console on the client desktop

Yes, the customer can use their desktop to monitor the call center server after they install the TTrace tool on their desktop

No, the customer must use the TTrace application from another server

No, the customer must use the TTrace application on the server where it is running

Answer

Questions # 5:

A customer wants to routinely monitor their vectors for unexpected results.

How should they monitor their results?

Options:

Use the System Maintenance > Reports >Error Log report in the Call Management System

Use the list history command in the Communication Manager

Use the display events command in the Communication Manager

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

Answer

Questions # 6:

Refer to the exhibit.

Question # 6

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

Options:

The call will be routes to 2048

The call will queue to skill 1

The call will be disconnected

The call will be routed to 2049

Answer

Questions # 7:

In a multi-site Best Services Routing (BSR) configuration remote locations during an agent surplus condition?

Options:

On the System-parameter customer option form

On the hunt group form

On the BSR Application form

On the Signaling group for BSR application

Answer

Questions # 8:

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

Options:

It enables routing of calls to the agent that is most idle.

It dynamically matches a customer to an optimal agent.

It provides conditional routing of calls to agent queues.

It allows for dynamic reporting of call center activities in custom methods.

It uses advanced algorithms to efficiently route calls to agents.

Answer

B, E

Explanation

Reference Avaya Aura™ Call Center Feature Reference 6.0 page 78

Questions # 9:

A customer wants to evaluate Call Center Elite/Communication Manager system performance to observe usage trends and recommend updates or corrective actions.

Which object should the customer check to evaluate the system performance?

Options:

System files

Trace files

Log files

Traffic reports

Answer

Explanation

[Reference: https://downloads.avaya.com/css/P8/documents/101027471, , ]

Questions # 10:

You are asked to resolve an Issue with little information except that there are reports of calls being disconnected and calls in queue not receiving announcements. When you check the display events In the Communication Manager (CM) there are several events that need to be researched.

Using the information in the Events Report, how do you determine which vector(s) to begin troubleshooting?