Download Avaya Aura Call Center Elite and Call Center Elite Multichannel Implementation Exam.7391x.TestKing.2018-06-17.43q.vcex

Vendor: Avaya
Exam Code: 7391x
Exam Name: Avaya Aura Call Center Elite and Call Center Elite Multichannel Implementation Exam
Date: Jun 17, 2018
File Size: 25 KB
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Demo Questions

Question 1
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 greatest need handling preference, which of the calls with the agent handle first under the greatest need handling preference?
  1. Call 4
  2. Call 2
  3. Call 1
  4. Call 3
Correct answer: A
Question 2
Agents/supervisors want to have the ability to login/logout of splits/skills, change their work mode, and perform service observing. 
What is used to facilitate this ability?
  1. Dial Access Plans
  2. Feature Access Codes (FACs)
  3. Skill Assignment
  4. Business Advocate (BA)
Correct answer: C
Question 3
Which two statements describe steps needed to perform the Application Enablement Service (AES) configuration with Avaya Aura® Call Center Elite and Call Center Elite Multichannel? (Choose two.)
  1. Restart the Multichannel server when the AES is configured
  2. Enable the AES Server node name on the Elite Multichannel server
  3. Configure the CTI User in AES
  4. Configure the CTI link in AES
Correct answer: BD
Question 4
A customer is planning to use the Application Enablement Server (AES) so they receive an enhanced set of application programming interfaces that improves the functionality of the Avaya Communication services. 
Which statement describes additional benefits the customer can receive by using AES?
  1. AES is an optional component of Elite Multichannel
  2. AES consolidates multiple CTI servers onto a single platform
  3. AES communicates directly with the Multichannel Desktop
  4. AES allows the XML server to manage the databases
Correct answer: B
Question 5
A customer has Elite Call Center package and wants Basic Call Management System (BCMS) for reports. 
Which statement is true about scenario?
  1. BCMS is only offered for customers with a Basic Call Center package
  2. BCMS generates Split Reports and not Skills Reports
  3. BCMS has all the functions Call Management System (CMS) supports but with less capacity
  4. BCMS does not support all Call Center Elite features
Correct answer: D
Question 6
Which type of virtual routing allows calls among call centers to achieve improved Automatic Call Distribution (ACD) load balance by comparing sites?
  1. Adjunct Routing
  2. Network Call Transfer
  3. Look-Ahead Interflow
  4. Network Call Redirection
Correct answer: C
Explanation:
Reference https://downloads.avaya.com/css/P8/documents/100081980 (page 28)
Reference https://downloads.avaya.com/css/P8/documents/100081980 (page 28)
Question 7
A call center has eight agents. All of the agents are fluent in English, but four can also speak French. 
To enable French speaking callers to talk to the appropriate agents, which Call Center Elite feature allows you to maximize the staffing resources?
  1. Expert Agent Distribution
  2. Call Redirection
  3. Communication Manager
  4. Multicast Routing
Correct answer: C
Explanation:
Reference: https://downloads.avaya.com/css/P8/documents/101013907 (page 205)
Reference: https://downloads.avaya.com/css/P8/documents/101013907 (page 205)
Question 8
A customer with Avaya Aura® Call Center Elite and Call Center Elite Multichannel wants to integrate the Elite Multichannel Desktop with the Contact Database. 
What information will the customer need?
  1. access to the telephone using the voice plug-in
  2. access to the telephone using the telephony plug-in
  3. access to the email details including past messages using the email plug-in
  4. access to the customer information using the directory plug-in
Correct answer: D
Question 9
The Media Director communicates with multiple components in its role as the queuing engine of the Call Center Elite Multichannel suite. 
To receive multimedia work items, with which server does it communicate?
  1. Avaya Aura® Call Center Elite Multichannel Control Panel
  2. XML Server
  3. Media Store
  4. Avaya Aura® Call Center Elite Multichannel Desktop
Correct answer: D
Explanation:
Reference: https://downloads.avaya.com/css/P8/documents/100175258
Reference: https://downloads.avaya.com/css/P8/documents/100175258
Question 10
Which scope is defined by the time of day variable?
  1. Global Scope Variable
  2. Local Scope Variable
  3. Persistent Scope Variable
  4. Collect Scope Variable
Correct answer: D
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