Test avaya acis 7392x

TEST BORRADO, QUIZÁS LE INTERESE: Avaya ACIS 7392X

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Título del Test:
Avaya ACIS 7392X

Descripción:
Avaya Aura® Call Center Elite Implement Exam

Autor:

F.J.L.

OTROS TESTS DEL AUTOR

Fecha de Creación:
06/05/2024

Categoría: Informática

Número Preguntas: 61

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Temario:

01 - An Elite Call Center agent is assigned the Following Skills: - Skill Hunt Group 1 with Skill Level 5 - Skill Hunt Group 2 with Skill Level 10 - Skill Hunt Group 3 with Skill Level 15 - Skill Hunt Group 4 with Skill Level 15 And the Call Handling Preference is configured as Greatest Need: - Skill 1 Call with priority h that has queued for 10 minutes - Skill 2 Call with priority h that has queued for 15 minutes - Skill 3 Call with priority m that has queued for 15 minutes - Skill 4 Call with priority t that has queued for 15 minutes ¿Which of the calls will the Agent handle first under the greatest need handling preference? A - Skill 4 Call. B - Skill 2 Call. C - Skill 1 Call. D - Skill 3 Call.
02 - You need to troubleshoot your Best Services Routing (BSR) polling vectors to verify that they are opeating as intended. ¿Which command do you use to do this? A - List trace VDN. B - List trace Trunk. C - Monitor BCMS hunt group. D - Monitor BCMS trunk.
03 - 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? A - Call 1. B - Call 2. C - Call 3. D - Call 4.
04 - 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? A - Assigned Skill on the Hunt Group form. B - Call Handling Preference on the Hunt Group form. C - Timed ACW field on the VDN or Hunt Group form. D - Direct Agent Call First on the Agent Handling form.
05 - Which three staments about configuring a Call Center with the Elite offer are true? (Choose three). A - It's possible to use Vector Directory Number (VDN) skill preferences. B - Call Management System (CMS) or IQ must be used as the reporting too. C - It includes Expert Agent Selection (EAS) and Business Advocate (BA). D - Service Level Maximize (SLM) can be used as a skills-based call distribution type. E - SLM can be used as an agent-based call distribution type.
06 - Customers need to use the extension 5004 for announcements in a vector, but the vector will not save. To ensure that the resources are configured, what should be done first? A - Configure an announcement using the extension 5003. B - Configure a dial plan with a 4-Digit extension that begins with 5. C - Configure a dial plan with a 4-Digit feature access code. D - Record an announcement.
07 - A customer wants to routinely monitor their vectors for unexpected results. How should they monitor their results? A - Use the display events command in the Communicator Manager. B - Use the list history command in the Communication Manager. C - Use the System Maintenance > Reports > Error Log Report in the Call Management System. D - Use the Exceptions > Reports > Vector Exceptions in the Call Management System.
08 - Which type of virtual routing, allows calls among call centers to achieve improved Automatic Call Distribution (ACD) load balance by comparing sites? A - Adjunt Routing. B - Network Call Transfer. C - Look-Ahead Interflow. D - Network Call Redirection.
09 - Which scope is defined by the time-of-day (TOD) variable? A - Collect Scope Variable. B - Global Scope Variable. C - Local Scope Variable. D - Persistent Scope Variable.
10 - 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? A - Agent IDs. B - VDNs. C - Agent Stations. D - Skills.
11 - A call center operations manager wants agents to manually enter a code to identify the reason for being in auxiliary work status (AUX). Which feature must be activated on the system-parameters customer-options to allow this? A - Call Work Codes. B - Authorization Codes. C - Reason Codes. D - AUX State Codes.
12 - Which properties of the call center must be configured so that hunt groups are treated as skill hunt groups for the Automatic Call Distribution (ACD)? A - Hunt Groups are set to be skill hunt groups if the ACD is set to YES, and if Expert Agent Selection is set to NO. B - Hunt Groups are set to be skill hunt groups if the ACD is set to YES, and if Expert Agent Selection is set to YES. C - Hunt Groups are set to be skill hunt groups if the ACD is set to NO, and if Expert Agent Selection is set to YES. D - Hunt Groups are set to be skill hunt groups if the ACD is set to NO, and if Expert Agent Selection is set to NO.
13 - What are three capabilities of Avaya Aura Media Server. (Choose three) A - Hight Avaiability. B - TDM Interfaces for digital and analog stations and trunks. C - Virtualization. D - Can be shared with multiple CM's. E - Has the capacity of up to 1000 AAMS.
14 - Which two benefits to a Call Center does the Call Vectoring Feature provide? (Choose two) A - The ability to change the skills assigned to an agent. B - The conditional call treatment or routing based on parameters such as time of day, day of holidays, etc... C - The ability for an agent to answer multiple Automatic Call Distribution (ACD) calls. D - The ability for supervisors to monitor an agent's ACD calls. E - The customized handling of incoming calls via programmed commands.
15 - You configured vectors in New York and Denver locations to 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 all calls are interflowing to Denver. What would cause all calls to interflowing to Denver? A - The route-to number command in step 6 in New York is allowing all calls to interflow to Denver. B - The wait-time command in step 3 in Denver is considered a call acceptance command and allowing all calls to interflow. C - The wait-time command in step 1 in Denver is considered a call acceptance command and allowing all calls to interflow. D - Step 8 in Denver command should be a busy command.
16 - A supervisor with console permission CM enter an agent's login ID, and add or remove an agent's skill via Feature Access Code (FAC). Agents can also dial FAC to add or remove skill. Which statement is true about the configuration of this feature? A - The supervisor's class of restiction (COR) must have the field "Can Force a Work State Change" set to y. B - The supervisor's class of services (COS) must have the field "Add/Remove Agent Skills" set to y. C - The agent's COS must have the field "Add/remove Agent Skills" set to y. D - The supervisor's COS must have the field "Can Force a Work State Change" set to y. E - The supervisor's COR must have the field "Add/Remove Agent Skills" set to y.
17 - How can an Installer Identify if a customer has the Avaya Aura Call Center Elite package? A - Check the System-Parameters Customer-Options form and search for the Vectoring (3.0 Enhanced) field. B - Check the System-Parameters Customer-Options form and search the EAS field. C - Check the Feature-Related System Parameters and search for the Call Center Elite field. D - Check the System-Parameters Customer-Options form and search for the Call Center Elite field.
18 - Which statement describes the purpose and function of a hunt group? A - It is a group of agents that all have the ability to answer specific calls. B - It is a group of VDNs that receive calls and pass to a vector. C - It is a group of extensions that receive calls to a specific telephone number. D - It is a group of skills that an agent has to manage specific calls.
19 - A customer wants to avoid an abandoned call if an agent leaves their position, and an Incoming Automatic Call Distribution (ACD) call rings at the agent's phone. Which Call Center Feature provides this capability? A - Variable in Vectors. B - Adjunt Routing. C - Forced Agent Logout from the After Call Work (ACW) mode. D - Redirection on No Answer (RONA).
20 - 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.
21 - Agents/Supervisors want to have the abitity to login/logout of splits/skills, change their work mode, and perform service observing. What is used to facilitate this ability? A - Dial Access Plans. B - Feature Access Codes (FACs). C - Skill Asignment. D - Business advocate (BA).
22 - Which two parameters must be configured to allow Service Observing while, off site? (Choose two) A - Service Observing Listen Only Access Code. B - COR - Restriction Override set to all. C - Service Observing (Remote/By FAC). D - Telecommuter.
23 - Which option describes a Feature Access Code? A - Any group of 1 to 4 digits which can include asterisk (*) and pound (#) signs at the beginning. B - Any group of 1 to 6 digits. C - Any group of 1 to 4 digits where an asterisk (*) can appear anywhere. D - Any group of digits and asterisks (*) or pound signs (#).
24 - Which three items are needed to properly configure a hunt group in an Expert Agent Selection Call Center (Choose three) A - The Call distribution method. B - The Group Extension. C - Vector Directory Number (VDN). D - The class of Restriction (COR). E - The trunk group number.
25 - 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 - VDN Return Destination. B - VDN Interflow. C - VDN Vectors. D - VDN Override.
26 - Which two statements about Automatic Call Distribution (ACD) with Expert Agent Selection (EAS) disabled are true? (Choose two) A - Agents should log in manually to each split. B - Agents could be logged in to 20 splits maximum. C - Splits could be measured by Basic Call Management System (BCMS). D - After an ACD-Call, an agent will automatically change its state to AUX.
27 - A Customer has the Elite Call Center package and wants Basic Call Management System (BCMS) for reports. Which statement is true about this scenario? A - BCMS has all the functions Call Management System (CMS) supports but with less capacity. B - BCMS generates Splits Reports and not Skills Reports. C - BCMS not support all Call Center Elite features. D - BCMS is only offered for customers with a Basic Call Center package.
28 - With Expert Agent Selection (EAS), when is an agent-loginID associated with a specific extension? A - When the station has Auto Answer enabled. B - When the telephone extension is configured on the station form. C - When the agent's login ID is administered in the switch. D - When the agent logs in that extension.
29 - Which operator of the SET command allows you to check number validation in dialed strings using Luhn's algorithm? A - MOD10. B - ADD. C - CATR. D - SEL.
30 - Which component handles the featured of Avaya Aura Call Center Elite? A - Presence Services. B - Media Server. C - Session Manager. D - Communication Manager.
31 - A customer wants to configure their call center for emergencies. Which action would you advise the call center supervisor to use to configure an alternate call path in case of disaster? A - Set a Feature Access Code that detects a power outage and reroutes calls automatically. B - Set a Vector Directory Number with a collect type variable. C - Set a Value Variable and change the value assigned using a Feature Access Code. D - Set a trunk group and change the trunk number using a variable.
32 - Which vector objetc 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.
33 - In an Expert Agent Selection (EAS) Call Center, the customer wants queued calls to be answered by the agent that has been avaiable the longest. Skill level is not be taken into account when routing the queued calls to an agent. To meet this requeriment, Which type of call distribution method should the hunt group be configured? A - Direct Department Calling (DDC). B - Uniform Call Distribution Most Idle Agent (UCD-MIA). C - Uniform Call Distribution-Least Occupied Agent (UCD-LOA). D - Dynamic Agent Selection (DAS). E - Expert Agent Distribution-Most Idle Agent (EAD-MIA).
34 - A supervisor wants their agents to automatically log out at a specific time. Which two administration forms are used to configure this funcionallity? (Choose two) A - Station Form. B - Agent LoginID Form. C - Hunt Group Form. D - Feature-Related System-Parameters Form.
35 - Given the information in the exhibit, what happens to a call if someone calls this vector on Tuesday January 1st at 10:00? A - The call will be route to 2048. B - The call will queue to skill 1. C - The call will be disconected. D - The call will be route to 2049.
36 - Which three items are components of a Communication Manager (Choose three) A - Endpoints. B - Gateways. C - Sessions. D - Trunks. E - Desktops.
37 - Which two statements describe why the agent's state would be designated as 'Other' in a non-EAS enviroment (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 calls is ringing at their telephone. E - The agents have pressed aux work button.
38 - Which statement about concurrent agent user licenses is true? A - Number of agents that can be registered in more than one Communication Manager simultaneously. B - Number of agents that can be added to the system. C - Only the specified number of licensed units can gain access to more than one skill at a time. D - Only the specified number of licensed units can gain access to and register the agent with Communicator Manager at any given time.
39 - Which three Vector Directory Number (VDN) parameters are associated with the active VDN? (Choose three) A - VDN Skill. B - Class of Services (COS). C - Tenant Number (TN). D - Best Service Routing (BSR) Aplication. E - Measured.
40 - Which two statements describe the benefits of using Expert Agent Selection (EAS)? (Choose two) A - It improves agent performance as supervisors have the option to have agents handle calls based on either skill level or greatest need. B - It provides basic reporting on Vectors, Agents and Trunks Groups. C - It facilitates routing of incoming calls to a Voice Response Unit to facilitate self-service. D - It provides options for selecting among avaiable agents with the same skill. E - It enables recorded announcements to be played to incoming calls.
41 - In the call center, to prevent an agent from dialing "off-net" to particular number. Which action should you take? A - Create a class of service (COS) for the dialing features. B - Create a class of restriction (COR) for calling privileges. C - Create a class of restriction (COR) for the feature access code. D - Create a class of service (COS) for a collection of feature access codes.
42 - A Customer is waiting. In queue, listening to music, and waiting for the call to be routed to an agent. Which mechanism controls what happens wile the customer is waitting in the queue? A - Agent Stations. B - Vectors. C - Skills. D - Hunt groups.
43 - Which property of the SET command makes the command unique when dealing with variables? A - The SET command allows variables to be manipulated using arithmetic and string operators. B - The SET command allows you to place calls in a particular queue. C - The SET command allows a group of variables to follow a specific pattern. D - The SET command reassings variables to new values during the process of a vector.
44 - Which component provides audio support in Avaya Aura Call Center Elite? A - System Manager. B - Communication Manager. C - Avaya Aura Media Server. D - S8300 Server Blade.
45 - Which two functions do Vector Directory Numbers (VDNs) perform in a call center? (Choose two) A - VDNs ensure that agents can originate and terminate calls. B - VDNs interpret the skills an agent has. C - VDNs route calls by pointing to a vector. D - VDNs define the call flow through the call center. E - VDNs pass parameters to the vector for processing.
46 - A customer wants the ability to track the call types for Automatic Call Distribution (ACD) calls answered by agents. These call types will defined by the customer. Which call center feature can the customer use to track their defined call types? A - Least Occupied Agent (LOA). B - Call Work Codes (CWC). C - Feature Access Codes (FAC) . D - Redistribution on No Answer (RONA).
47 - To improve call handling and agent productivity you set up a vector using Look Ahead Interflow to check if the remote site can accept a call and has an agent avaiable. You only want to interflow calls that are at the top two positions queue. Which command would be entered in the vector to accomplish this? A - Route-to number 9581234 with cov y if interflow-qpos=2. B - Route-to number 9581234 with cov n if interflow-qpos<=2. C - Route-to number 9581234 with cov n if interflow-qpos<2. D - Route-to number 9581234 with cov y if interflow-qpos>=2.
48 - What are the four mandatory and optional parameters in a Vector Directory Number (VDN) configuration? (Choose four) A - Vector. B - Measured Format. C - Agent Login. D - Skill preferences. E - Extension. F - Hunt Group.
49 - While configuring the Service Observing Feature, which three forms should be configured and/or verified? (Choose three) A - System Parameters Customer-Options. B - Class of Restriction. C - VuStats Display. D - Feature-Related System Parameters. E - Class of Service.
50 - To ensure that announcements always star at the beginning when played as a part of a vector, which action must be taken? A - Use Analog announcements only. B - Set the queue field to Yes. C - Use external announcements. D - Created forced announcements.
51 - 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? A - Automatic Number Identification (ANI). B - Basic Call Management System (BCMS). C - VuStats. D - Service Level Maximizer (SLM).
52 - For a split Day report, how many days of historical data show in the Basic Call Management System (BCMS)? A - 5. B - 1. C - 2. D - 3. E - 7.
53 - Given existing variable values on the vector step in the exhibit, what will the resulting value of Variable A? A - 9432. B - 876549432. C - 3876. D - 87654.
54 - Which two Vector Variable types are strictly global in scope? (Choose two) A - Ani. B - Value. C - Collect. D - Dow. E - Stepcnt.
55 - Direct Agent calls are not getting counted correctly in the Call Management System (CMS). What must be administered so that Direct Agent calls are measured properly? A - Class of Restriction (COR). B - Class of Service (COS). C - Skill-Level. D - Ead-mia.
56 - Which three features on the Vector Directory Number (VDN) form are only Call Center Elite feature related? (Choose three) A - Best Service Routing (BSR) Application. B - VDIM Variables. C - Meet-me Conferencing. D - Attendant Vectoring. E - Skill Preferences (1st, 2nd, 3rd Skills).
57 - When a customer upgrades from Basic Avaya Call Center to Avaya Aura Call Center Elite, which three features are added? (Choose three) A - Service Level Maximize. B - Advocate. C - Hunt Group. D - Call Management System (CMS). E - Agent Selection (EAS).
58 - What is an abbreviated dialing list that is defined for the entire organization? A - Entire. B - Personal. C - System. D - Group.
59 - 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? A - List trace trunk. B - Monitor BCMS Hunt Group. C - List trace VDN. D - Monitor BCMS trunk.
60 - The diagram shows the content namespace UUID (ANNC-9C2ec05e-a518-41e8-95b1-0050569dee68) on the Avaya Aura Media Server for placement of announcements and music wave files. Which two Communication Manager (CM) commands are used to verify the files have been placed correctly? (Choose two) A - Change media gateway 1. B - List announcement. C - Status media-server 1. D - Change media-server 1. E - Display media-server 1.
61 - What is the recommended audio format to be played by the Avaya Aura Media Server? A - 16bit, 8Khz, Single Channel, PCM file. B - 64bit, 8Khz, Multiple Channel, PCM file. C - 16bit, 8Khz, Multiple Channel, PCM file. D - 61bit, 8Khz, Single Channel, PCM file.

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