Avaya Aura® Call Center Elite Implementation Exam

Here you have the best Avaya 7392X practice exam questions

Question 1 of 61

Which type of virtual routing allows calls among call centers to achieve improved Automatic Call Distribution (ACD) load-balance by comparing sites?

Adjunct Routing

Network Call Redirection

Network Call Transfer

Look-Ahead Interflow

Correct Answer: D

Question 2 of 61

Which two benefits to a Call Center does the Call Vectoring feature provide? (Choose two.)

the customized handling of incoming calls via programmed commands

the ability for supervisors to monitor an agent’s Automatic Call Distribution (ACD) calls

the ability for an agent to answer multiple Automatic Call Distribution (ACD) calls

the conditional call treatment or routing based on parameters such as time of day, day of week, holidays, etc.

the ability to change the skills assigned to an agent

Correct Answer: A, D

Question 3 of 61

Which scope is defined by the time-of-day (TOD) variable?

Collect Scope Variable

Global Scope Variable

Local Scope Variable

Persistent Scope Variable

Correct Answer: A

Question 4 of 61

Which two parameters must be configured to allow Service Observing while off site? (Choose two.)

Service Observing Listen Only Access Code

COR – Restriction Override set to all

Telecommuter

Service Observing (Remote/By FAC)

Correct Answer: A, D

Question 5 of 61

Which two statements describe the benefits of using Expert Agent Selection (EAS)? (Choose two.)

It enables recorded announcements to be played to incoming calls.

It provides options for selecting among available agents with the same skill.

It facilitates routing of incoming calls to a Voice Response Unit to facilitate self-service.

It provides basic reporting on Vectors, Agents, and Trunk Groups.

It improves agent performance because supervisors can have agents handle calls based on either skill-level or greatest need.

Correct Answer: B, E