For a split Day report, how many days of historical data show in the Basic Call management System (BCMS)?
A.
5
B.
1
C.
2
D.
3
E.
7
Answer:
E
User Votes:
A
50%
B
50%
C
50%
D
50%
E
50%
Discussions
0/ 1000
Question 3
A customer has the Elite Call Center package and wants Basic Call Management System (RCMS) for reports. Which statement is true about this scenario?
A.
BCMS has all the functions Call Management System (CMS) supports but with less capacity.
B.
BCMS generates Split Reports and not Skills Reports.
C.
BCMS does not support all Call Center Elite features.
D.
BCMS is only offered for customers with a Basic Call Center package.
Answer:
C
User Votes:
A
50%
B
50%
C
50%
D
50%
Discussions
0/ 1000
Question 4
What provides built-in real-time and historical reporting capabilities for the call center, Including, reports tor Splits/Skills, Agents, Vector Directory Numbers (VDNs) and trunk Groups?
A.
Automatic Number Identification (ANI)
B.
Basic Call Management System (BCMS)
C.
VuStats
D.
Service Level Maximizer (SLM)
Answer:
B
User Votes:
A
50%
B
50%
C
50%
D
50%
Discussions
0/ 1000
Question 5
Which two benefits to a Call Center does the Call Vectoring feature provide? (Choose two.)
A.
The ability to change the skills assigned to an agent
B.
The conditional call treatment or routing based on parameters such as time of day, day of holidays, etc.
C.
The ability for an agent to answer multiple Automatic Call Distribution (ACD) calls
D.
The ability for supervisors to monitor an agent's ACD calls
E.
The customized handling of incoming calls via programmed commands
Answer:
B,E
Explanation: Reference: Avaya Aura™ Call Center 6.0 Overview Page 20
User Votes:
A
50%
B
50%
C
50%
D
50%
E
50%
Discussions
0/ 1000
Question 6
Which scope is defined by the time-of-day (TOD) variable?
A.
Collect Scope Variable
B.
Global Scope Variable
C.
Local Scope Variable
D.
Persistent Scope Variable
Answer:
B
User Votes:
A
50%
B
50%
C
50%
D
50%
Discussions
0/ 1000
Question 7
Which two parameters must be configured to allow Service Observing while, off site? (Choose two.)
A.
Service Observing Listen Only Access Code
B.
COR - Restriction Override set to all
C.
Service Observing (Remote/By FAC)
D.
Telecommuter
Answer:
A,C
Reference: Administering Avaya Aura™ Communication Manager page 504
User Votes:
A
50%
B
50%
C
50%
D
50%
Discussions
0/ 1000
Question 8
Which two statements describe the benefits of using Expert Agent Selection (EAS)? (Choose two.)
A.
It improves agent performance as supervisors have the option to have agents handle calls based on either skill level or greatest need.
B.
It provides basic reporting on Vectors, Agents, and Trunk Groups.
C.
It facilitates routing of incoming calls to a Voice Response Unit to facilitate self-service.
D.
It provides options for selecting among available agents with the same skill.
E.
It enables recorded announcements to be played to incoming calls.
Answer:
A, D
User Votes:
A
50%
B
50%
C
50%
D
50%
E
50%
Discussions
0/ 1000
Question 9
A customer is currently using the Communication Manager Automatic Call Distribution (ACD) feature, and will be enabling the Expert Agent Selection (EAS) feature. With EAS Enabled, which software mechanism is used for queuing?
A.
Agent IDs
B.
VDNs
C.
Agent Stations
D.
Skills
Answer:
C
User Votes:
A
50%
B
50%
C
50%
D
50%
Discussions
0/ 1000
Question 10
How can an Installer Identify If a customer has the Avaya Aura® Call Center Elite package?
A.
Check the System-Parameters Customer-Options Form and search for the Vectoring (3.0 Enhanced) field.
B.
Check the System-Parameters Customer-Options Form and search for the EAS field.
C.
Check the Feature-Related System Parameters and search for the Call Center Elite field.
D.
Check the System-Para meters Customer Options Form and search for the Call Center Elite field.
Answer:
D
User Votes:
A
50%
B
50%
C
50%
D
50%
Discussions
0/ 1000
Question 11
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.
Answer:
A
User Votes:
A
50%
B
50%
C
50%
D
50%
Discussions
0/ 1000
Question 12
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?
A.
Agent Stations
B.
Vectors
C.
Skills
D.
Hunt Groups
Answer:
A
User Votes:
A
50%
B
50%
C
50%
D
50%
Discussions
0/ 1000
Question 13
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
Answer:
C Reference
Avaya Aura™ Call Center 6.0 Overview Page 26
Discussions
0/ 1000
Question 14
While configuring the Service Observing feature, which three forms should be configured and/or verified? (Choose three.)
A.
System Parameters Customer-Options
B.
Class of Restriction
C.
VuStats Display
D.
Feature-Related System Parameters
E.
Class of service
Answer:
BCD
User Votes:
A
50%
B
50%
C
50%
D
50%
E
50%
Discussions
0/ 1000
Question 15
Which two statements about Automatic Call Distribution (ACD) with Expert Agent Selection (EAS) disabled are true? (Choose two.)
A.
Agents should log in manually to each split.
B.
Agents could be logged in to 20 splits maximum.
C.
Splits could be measured by Basic Call Management System (BCMS).
D.
After an ACD-call, an agent will automatically change its state to AUX.
Answer:
A,C
Reference: Avaya Aura™ Call Center 6.0 Overview Page 18