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7392X Practice Exam Questions and Answers

Avaya Aura Call Center Elite Implementation Exam

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Total Questions : 63

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Question # 1

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 a disaster?

Options:

A.  

Set a feature access coda 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.

Discussion 0
Question # 2

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 while the customer is wafting In the queue?

Options:

A.  

Agent Stations

B.  

Vectors

C.  

Skills

D.  

Hunt Groups

Discussion 0
Question # 3

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?

Options:

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-d|git feature access code.

D.  

Record an announcement.

Discussion 0
Question # 4

A customer wants to routinely monitor their vectors for unexpected results. How should they monitor their results?

Options:

A.  

Use the display events command in the Communication Manager.

B.  

Use the lint 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.

Discussion 0
Question # 5

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?

Options:

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

Discussion 0
Question # 6

When a customer upgrades from Basic Avaya Call Center to Avaya Aura® Call Center Elite, which three features are added? (Choose three.)

Options:

A.  

Service Level Maximize

B.  

Advocate

C.  

Hunt Group

D.  

Call Management System (CMS)

E.  

Agent Selection (EAS)

Discussion 0
Question # 7

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 a skill.

Which statement is true about the configuration of this feature?

Options:

A.  

The supervisor’s class of restriction (COR) must have the field “Can Force a Work State Change” set to y.

B.  

The supervisors 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 supervisors COS must have the field “Can Force a Work State Change” set to y.

E.  

The supervisors COR must have the field “Add/Remove Agent Skills” set to y.

Discussion 0
Question # 8

Which statement about concurrent agent user licenses is true?

Options:

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 Communication Manager at any given time.

Discussion 0
Question # 9

In an Expert Agent Selection (EAS) Call Center, the customer wants queued calls to be answered by the agent that has been available the longest. Skill level is not be taken into account when routing the queued calls to an agent.

To meet this requirement, to which type of call distribution method should the hunt group> be configured?

Options:

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)

Discussion 0
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