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7492X Sample Questions Answers

Questions 4

Refer to the exhibit.

You configured vectors in your New York and Denver locations to use Look Ahead Interflow. You want your New York location to interflow to your Denver location if the Denver split has less than 10 calls in queue. After setting vectors in the exhibit you find that calls are interflowing to Denver.

What would cause calls to interflow to Denver?

Options:

A.

The wait-time command in step 3 in Denver is considered a call acceptance command and allowing calls to interflow

B.

The wait-time command in step 1 in Denver is considered a call acceptance command and calls to interflow

C.

The route-to number command in step 6 in New York is allowing calls to interflow to Denver

D.

Step 8 in Denver should be a busy command

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Questions 5

A company using Avaya Aura® Call Center Elite is experiencing problems configuring vectors. The vector is not routing calls to a particular queue. Vectors are routing calls to other configuration queues correctly.

As a part of a good Global Support Services (CSS) methodology, what should the company do next?

Options:

A.

Reduce or eliminate the business Impact of the vector by testing the vectors.

B.

Identify components where the queue is configured. Including the switch, the communication manager, and the programming of the vector, and formulate a hypothesis for testing.

C.

Take corrective action for the vector configuration, by reviewing the current situation and modifying It until the vector queues calls properly.

D.

Determine the frequency and severity of the Issue where the vector does not route calls properly

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Questions 6

A customer wants to evaluate Call Center Elite/Communication Manager system performance to observe usage trends and recommend updates or corrective actions.

Which object should the customer check to evaluate the system performance?

Options:

A.

System files

B.

Trace files

C.

Log files

D.

Traffic reports

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Questions 7

When a customer generates a TTrace log file there are specified components in each line item of the log file.

Which data do these components include?

Options:

A.

The log file includes the date, the time, the name of the processes, the system where the process is running, and the process ID

B.

The log file includes the date, the time, the name of the processes, the system where the process is running, and the name of the agent handling contacts

C.

The log file includes the name of the processes, the system where the process is running, and the process ID

D.

The log file includes the date, the time, the name of the processes, the system where the process is running, and the name of the user on the system

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Questions 8

A Call Center Elite installation handles approximately 50 calls per hour using 30 agents. You want to expand the Elite installation to double the capacity of calls with 20 agents in another city.

Which type of installation should you use when installing a remote Call Center Elite instance?

Options:

A.

Use quick installation of all components

B.

Use manual installation of all components

C.

Use manual installation of a few components

D.

It does not matter which installation method you choose

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Questions 9

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?

Options:

A.

Business Advocate (BA)

B.

Best Service Routing (BSR)

C.

Network Call Redirection (NCR)

D.

Least Occupied Agent (LOA)

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Questions 10

Which two vector variable types are strictly global in scope? (Choose two.)

Options:

A.

stepcnt

B.

dow

C.

value

D.

ani

E.

collect

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Questions 11

If your software is not working, what is the best practice to determine how to fix the concern?

Options:

A.

Do a root cause analysis and gather information to solve the problem to prevent future Issues.

B.

Use the nine disciplines associated with troubleshooting to identify and describe the problem.

C.

The ability to get the software running immediately will solve all business needs.

D.

Monitor logs and alerts for Information for a few months to determine the problem.

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Questions 12

In a multi-site BSR configuration, with 2 remote location site BSR Application form?

Options:

A.

1 status poll VDN and 1 interflow VDN

B.

1 status poll VDN and 2 interflow VDN

C.

2 status poll VDN and 2 Interflow VDN

D.

3 Status poll VDN and 2 Interflow VDN

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Questions 13

A call center is set up to use Look Ahead Interflow (LAI) to distribute calls to multiple centers. To reduce costs, you implement Network Call Redirection (NCR).

Which command in the vector would invoke NCR when using LAI?

Options:

A.

route-to number 9112920414 with cov y if unconditionally

B.

route-to number 112920414 with cov n if unconditionally

C.

route-to number ⁓r112920414 with cov n if unconditionally

D.

route-to number *r112920414 with cov n if unconditionally

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Questions 14

To activate and use Best Services Routing (BSR) Available Agent Adjustment, which two must be configured In the Avaya AuraCM Elite Call Center? (Choose two.)

Options:

A.

The BSR Application ID must be set in the VDN form.

B.

Set the Available Agent Adjustments tor BSR to y in the System Parameters Feature form.

C.

The Available Agent Adjustments for BSR must be set to YES on System-Parameters Customer Options.

D.

Percent Allocation in the Business Advocate feature must be enabled.

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Questions 15

With consideration to the Avaya Global Support Services troubleshooting methodology, which step is most important when developing a hypothesis for troubleshooting software?

Options:

A.

Implementing corrective actions

B.

Choosing corrective actions

C.

Recognizing the problem

D.

Determining the triggers

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Questions 16

What are two call vectoring command failures for "adjunct routing"? (Choose two.)

Options:

A.

The VDN's COR does not permit routing to the adjuncts applied destination.

B.

The specified agent Is not logged into the specified split tor a direct agent call.

C.

The VDN's COS-group does not have Console Permission set to y.

D.

The CTI link can be any Identifier.

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Questions 17

The call center has recently converted from 4 to 5 digit extensions. Since the conversion, callers to the Spanish Customer Service skill report that they can no longer reach a specific agent in the call center, even If they know the extension number.

Which two commands would provide information to isolate the problem? (Choose two.)

Options:

A.

Display events extension

B.

Display events vector

C.

List trace vector

D.

List trace extension

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Questions 18

Refer to the exhibit.

The reply-best vector command is applied to which BSR VDN/Vector?

Options:

A.

Status Poll Vector

B.

Primary Vector

C.

Interflow vector

D.

Adjunct Vector

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Questions 19

You have been asked to remove an existing hunt group 10 in the Call Center Elite system. The hunt group is associated with Group type of EAD-MIA, and multiple vectors are referencing this hunt group.

Which command would be the start point?

Options:

A.

list usage hunt-group 10

B.

list hunt group 10

C.

list usage extension xxxx(Where xxxx is the extension number)

D.

remove hunt-group 10

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Questions 20

When deploying a virtual environment, you should configure the applications in a specific order.

Which option provides the best order to verify the virtual environment?

Options:

A.

Application Enablement Services, Call Center Elite Multichannel, SQL database

B.

Avaya WebLM, Communication Manager, SQL database

C.

Call Center Elite Multichannel, Avaya WebLM, SQL database

D.

SQL database, Communication Manager, Avaya WebLM

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Questions 21

A customer has Avaya Communications systems located in Detroit, Chicago and Denver. All three systems are connected via ISDN Tie dunks. The customer is implementing multi site Best Services Routing (BSR) to intelligently compare resources and find the best call center to service their calls. Status polls from the Denver location to Detroit consistently fail.

What are two reasons that could be the root cause for this failure? (Choose two.)

Options:

A.

The trunks that tie Denver to Detroit are not Distributed Communication Systems (DCS+) or QSIG.

B.

The agents in Detroit are all in auxiliary work mode.

C.

There is no Best Service Routing application for the active Vector Directory Number (VDN).

D.

The Expected Wait Time for the skill in Detroit is being suppressed.

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Questions 22

A customer is using Windows Server 2008 to run their Call Center Elite Multichannel server software.

Which requirement do they need to configure to install the server software?

Options:

A.

Microsoft .NET Framework 3.5 and Microsoft .NET Framework 4.5.1

B.

Microsoft .NET Framework 3.5, Microsoft .NET Framework 4.5.1, and IIS

C.

Windows Firewall Service, Microsoft .NET Framework 4.5.1, and IIS

D.

IIS only

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Questions 23

You need to troubleshoot your Best Service Routing (BSR) polling vectors to verify that they are operating as intended.

Which command do you use to do this?

Options:

A.

monitor bcms hunt group

B.

list trace trunk

C.

monitor bcms trunk

D.

list trace vdn

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Questions 24

Which set of Vector Directory Number (VDN)/Vector types are used for multi-site Best Service Routing (BSR)?

Options:

A.

Interflow, Outflow, and 1st Available

B.

Primary, Status poll, and Outflow

C.

Status poll, Interflow, and 1st available

D.

Primary, Status poll, and Interflow

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Exam Code: 7492X
Exam Name: Avaya Aura® Call Center Elite Support Exam
Last Update: Oct 8, 2024
Questions: 83
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