Download Avaya Aura Call Center Elite Support.7492X.VCEplus.2022-01-06.23q.vcex

Vendor: Avaya
Exam Code: 7492X
Exam Name: Avaya Aura Call Center Elite Support
Date: Jan 06, 2022
File Size: 96 KB
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Demo Questions

Question 1
Which three statements are true about virtual routing? (Choose three.)
  1. CTI is a required component for multi-site configuration.
  2. Virtual routing allows the call centers to be transparent, and act as a virtual call center that is transparent to the user. 
  3. Virtual routing involves only contacts that are non-voice related such as email and chat.
  4. Virtual routing determines where to route the call according to the criteria: Look-ahead interflow or Advanced look-ahead interflow.
  5. Virtual can be implemented in single-site or multi-site configuration.
Correct answer: BCE
Question 2
In a multi-site Best Services Routing (BSR) configuration, what is the purpose of the Status Poll vector?  
  1. The vector is activated when the given remote server is the best available.
  2. The vector contacts the specified remote servers, and collects information from that remote server.
  3. The vector compares skills at its location and replies to the origin server with information on the best of these skills and estimated wait times (EWT).
  4. The vector queues the call to the resource that is likely to provide the best service.
Correct answer: B
Explanation:
Reference: http://btbusiness.custhelp.com/euf/assets/TelephoneSystems/Avaya/CallCentre/07_300303_1.pdf
Reference: http://btbusiness.custhelp.com/euf/assets/TelephoneSystems/Avaya/CallCentre/07_300303_1.pdf
Question 3
What are the three consideration requirements for the deployment of Network Call Deflection? (Choose three.)  
  1. The second leg of the call is set up by the redirecting Communication Manager.
  2. Network Call Deflection is only available in Europe and must be compliant with ETSI Supplementary Service Network Call Deflection.
  3. Announcement, collect digits, converse-on, wait for hearing music, wait for the hearing announcement, ringback, or silence cannot be used for NCD.
  4. NCD by the PSTN can occur only if the incoming call to the Avaya Aura® Communication Manager is not answered.
  5. A route-to number r13035485103 must be used in vector step processing, and Net Redir=y in the BSR Application plan.
Correct answer: ACE
Question 4
What are two call vectoring command failures for “adjunct routing”? (Choose two.)
  1. The VDN’s COR does not permit routing to the adjuncts supplied destination. 
  2. The specified agent is not logged into the specified split for a direct agent call.
  3. The VDN’s COS-group does not have Console Permission set to y.
  4. The CTI link can be any identifier.
Correct answer: AB
Explanation:
Reference: https://downloads.avaya.com/css/P8/documents/101050308 (18)
Reference: https://downloads.avaya.com/css/P8/documents/101050308 (18)
Question 5
While configuring a vector using the Best Services Routing (BSR) feature, the installer was not able to use the consider location command.  
What is causing this problem?
  1. Expert Agent Selection (EAS) was not enabled on the Feature-Related System Parameters form.
  2. The location number is not defined in the BSR application form.
  3. The ASAI routing is not enabled.
  4. Preference Handling Distribution (FAS-PHD) was not enabled on the System-Parameters Customer-Options form. 
Correct answer: A
Question 6
A customer with multiple locations wants to effectively balance the call load among agents at the various sites.  
Which call center feature can provide this capability?
  1. Network Call Redirection (NCR)
  2. Best service Routing (BSR)
  3. Least Occupied Agent (LOA)
  4. Business Advocate (BA)
Correct answer: B
Explanation:
Reference: https://downloads.avaya.com/elmodocs2/comm_mgr/r3/pdfs/07_300301_1.pdf (114)
Reference: https://downloads.avaya.com/elmodocs2/comm_mgr/r3/pdfs/07_300301_1.pdf (114)
Question 7
Refer to the exhibit.  
  
What are three reasons for turning on “Net Redir” = y? (Choose three.)
  1. Network Call Deflection does not use ISDN messaging.
  2. It supports route-to number ~r123658888.
  3. It increases trunk usage and costs.
  4. It supports Network Call Transfer.
  5. It decreases trunk usage and costs.
Correct answer: ADE
Explanation:
Question 8
A call center has four agents: 
Agent 1 has experience with Sales and French.  
Agent 2 has experience with Sales and English.  
Agent 3 has experience with Support and English.  
Agent 4 has experience with Sales and is bilingual in English and French.  
The first call comes in requiring sales assistance in English, and a second call comes looking for Sales in French.  
Which agent is still available for calls when the call center is using Best Services Routing (BSR), and the next call requires French?
  1. Agent 1
  2. Agent 2
  3. Agent 3
  4. Agent 4
Correct answer: D
Question 9
A call enters the system on VDN 3005. The Allow VDN Override is set to no on VDN 3005. The caller chooses the option for Spanish which routes the call to  
VDN 3010, which has Allow VDN Override set to yes. There are no Spanish agents available, so the call is routed VDN 3030.  
When the caller reaches VDN 3030, what is the active VDN?
  1. 3005
  2. 3030
  3. 3010
  4. 3020
Correct answer: A
Explanation:
Reference: https://www.tek-tips.com/viewthread.cfm?qid=1585546
Reference: https://www.tek-tips.com/viewthread.cfm?qid=1585546
Question 10
Which three commands can be used with Network Call Deflection? (Choose three.)
  1. Collect digits 
  2. Route-to number
  3. Announcement
  4. Queue to best
  5. Wait hearing ringback
Correct answer: ACE
Explanation:
Reference: https://downloads.avaya.com/elmodocs2/callctr/Vector_EASR.13.pdf (302)
Reference: https://downloads.avaya.com/elmodocs2/callctr/Vector_EASR.13.pdf (302)
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