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7392X Avaya Aura Call Center Elite Implementation Exam Question and Answers

Question # 4

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.

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Question # 5

A call center operations manager wants agents to manually enter a code to identify the reason for being in auxiliary (AUX) work status.

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

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Question # 6

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

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Question # 7

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 available. 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

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Question # 8

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 Communication Manager at any given time.

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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?

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)

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