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CertKiller.3304,69.Q&A

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Exam A

QUESTION 1A situation has come up where it is necessary to have more than one service observer active against aVector Directory Number (VDN).Which two parameters are necessary to make that happen? (Choose two.)

A. Allow Two Observers in Same CallB. Service Observing /SSC Allowed with ExclusionC. Service Level MaximizerD. service observing (VDN

Correct Answer: ACSection: (none)Explanation

Explanation/Reference:Reference Avaya AuraTM Communication Manager Screen Reference page 383

QUESTION 2A customer wants to routinely monitor their vectors for unexpected results.

How would they monitor their results?

A. In the Communication Manage (CM), use the list history command.B. In the CM, use the display events command.C. In Call Management System (CMS), use the System Maintenance > Reports > Error Log ReportD. In CMS, use the Exceptions > Reports > Vector Exceptions.

Correct Answer: BSection: (none)Explanation

Explanation/Reference:

QUESTION 3While configuring a vector using the best Service Routing feature, the installer was not able to use theconsider location command.

Why did the installer encounter this feature?

A. The Best Service Routing feature was not enabled on the Feature-Related System Parameters form.B. Look Ahead Interflow (LAI) was not enabled on the System-Parameters Customer Options formC. Expert Agent Selection (EAS) was not enabled on the Feature-Related System Parameters form.D. Preference Handling Distribution (FAS-PHD) was not enabled on the System-Parameters Customer-

Options form.


Explanation/Reference:Reference Administering Avaya AuraTM Call Center Features 6.0 page 55

QUESTION 4Which two Vector Directory Number (VDN) parameters are associated with the active VDN? (Choose two)

A. Class of Restriction (COR)B. Tenant Number (TN)

C. Class of Services (COS)D. MeasuredE. VDN Skill

Correct Answer: BESection: (none)Explanation

Explanation/Reference:Reference Programming Call Vectors in Avaya AuraTM Call Center 6.0 0

QUESTION 5When planning a call center implementation, what is the Agent Skills Worksheet used for?


A. to define the Feature Access Codes for the call centerB. to assign the call Distribution method to skillsC. to provide Skill Preferences for Vector Directory Numbers (VDNs)D. to define the queue-to skill steps for vector processingE. to identify the skill numbers and levels to be assigned to agents

Correct Answer: ESection: (none)Explanation


QUESTION 6A customer uses multi site Best Service Routing (BSR) and IP trunks to handle callers in the most efficientmanner. To conserve bandwidth they would like announcements to be sourced at the local, regardless ofwhich site is deemed "best".

Which licensed feature must be activated to accomplish this?

A. BSR Usage Allocation EnhancementsB. ISDN/SIP Network Call RedirectionC. VDN Return DestinationD. BSR Local Treatment for IP and ISDN

Correct Answer: DSection: (none)Explanation

Explanation/Reference:Reference Avaya AuraTM Communication Manager Screen Reference page 1065

QUESTION 7A customer wants the ability to request unavailable agents for a specific skill, and have those agents bemade available to take calls?

What calls center feature can provide this ability?

A. Multiple Call Handling (MCH)B. Best Service Routing (BSR)C. VuStatsD. Interruptible Aux Work


Explanation/Reference:Reference Communication Manager Overview page 23

QUESTION 8The Vector Directory Number (VDN) of Origin Announcement (VOA) provides agents with a short messageabout a callers city of origin or requested service based on the VDN used to process the call.

Which three items should be verified if the agents are not receiving this message? (Choose three.)

A. the Agent formB. the class of restriction (COR) formC. the announcement formD. the VDN formE. the Feature-related System parameters

Correct Answer: BCDSection: (none)Explanation


QUESTION 9A supervisor like a summary report from Basic Communication Management System (BCMS) and is notsure what data items are available for this report.

Which three objects are available for a summary report? (Choose three)

A. huntB. trunkC. skillD. vdnE. station


Explanation/Reference:Reference 07-300061 BCMS Operations Page 54

QUESTION 10Which three statements are true about configuring a Call Center with the Elite offer? (Choose three)

A. It is possible to use Vector Directory Number (VDN) skill preferences.B. Call Management System (CMS) or IQ must be used as the reporting tool.C. It includes Export Agent Selection (EAS) and Business Advocate (BA).D. Service Level Maximize (SLM) can be used as a skills-based call distribution type.E. SLM can be used as an agent-based call distribution type.


Explanation/Reference:answer is valid.

QUESTION 11Refer to the Exhibit.

Given the information in the exhibit, what happens to a call if someone calls this vector on January 1 at10:00?

A. The call will queue to skill 1B. The call will be disconnectedC. The call will be routed to 2048D. The call will be routed to 2049

Correct Answer: ASection: (none)Explanation


QUESTION 12

A single vector can serve multiple Vector Directory Numbers (VDN). VDN and vector variables can greatlyease administration.

Given the information in the exhibit when a caller is queued in vector 1999 via VDN 7200, whichannouncement will be played on step 6?

A. 8610B. 8611C. 8612D. 8613


Explanation/Reference:Reference Programming Call Vectors in Avaya AuraTM Call Center 6.0 page 391

QUESTION 13A supervisor with console permission can enter an agent's login ID, and add or remove- an agent's skill viafeature access code (FAC). Agents can also dial FAC to add 01 remove a skill.

Which statement is true about the configuration of this feature?

A. The supervisors class of restriction (COR) must have the field "Can Force a Work State Change"B. The supervisors class of services (COS) must have the field "Add/Remove Agent Skills" set to Y.C. The supervisors COR must have the field "Add/Remove Agent Skills" set to y.D. The supervisors COS must have the field "Can Force a Work State Change" set to y.E. The agent's COS must have the field "Add/remove Agent skills'' set to y.

Correct Answer: CSection: (none)Explanation


QUESTION 14Before beginning a customer contact center design, which three design elements are needed? (Choosethree)

A. network mapB. firmware updatesC. equipment listD. test planE. customer requirements worksheets

Correct Answer: CDESection: (none)Explanation


QUESTION 15Which three parameters of the list command provides information about the Policy Routing Table (PR)?(Choose three)

A. list usage policy-routing

B. list trace vdnC. list trace vectorD. list historyE. list trace policy-routing-table

Correct Answer: ABDSection: (none)Explanation

Explanation/Reference:Reference Avaya AuraTM Call Center Feature Reference 6.0 page 490

QUESTION 16Which Expert Agent Selection (EAS), an agent's internal login ID is associated with a specific telephone.

When does this happen?

A. when the agent's login ID is administered In the switchB. when the agent logs in at that telephoneC. when the telephone extension is configured on the station formD. when the station has Auto Answer enabled


Explanation/Reference:answer is updated.

QUESTION 17A customer wants to avoid an abandoned Call if an agent leaves their position, and an Incoming automaticcall distribution (ACD) call rings at the agent's phone.

Which call center feature provides this capability?

A. Variable in VectorsB. Adjunct RoutingC. Forced Agent Logout from the After Call Work (ACW) modeD. Redirection on No Answer (RONA)


Explanation/Reference:Reference Administering Avaya AuraTM Call Center Features 6.0 Page 223

QUESTION 18Which two Vector Variable types are strictly global in scope? (Choose two.)

A. aniB. valueC. collectD. dowE. Stepcnt


Explanation/Reference:Reference Programming Call Vectors in Avaya AuraTM Call Center 6.0 3

QUESTION 19Which three fields on the Vector Directory Number (VDN) from disappear upon setting Meet-meConferencing to yes? (Choose three.)

A. Tenant Partitioning (TN) B) VDN VariablesB. VDN OverrideC. Attendant VectoringD. VDN of Origin Announcement



QUESTION 20A contact center supervisor frequently uses Call Management System (CMS) to manually move agents intoskill that are not primary assignments for those agents, due to the needs of the business and to unexpectedfluctuations in call volumes?

Which feature could automate this process for the supervisor by the activation of reserve agents?

A. Dynamic Percentage AdjustmentB. Service RoutingC. Dynamic Queue PositionD. Dynamic Threshold AdjustmentE. Auto Reserve Agents



QUESTION 21You want to view the most detailed Basic Call management System (BCMS) data for hunt group 100 foronly the current day.

Which command will accomplish this?

A. List bcms skill 100 dayB. List bcms split 100C. List bcms summary skill 100 dayD. List bcms summary split 100



QUESTION 22As a call center supervisor you have 12 agents that report to you. The Basic Call management System

(BCMS) is reporting a particular agent taking 10 calls during a 1 hour interval. The agent is claiming to havetaken 100 calls. You find that one of the calls spanned more than one time interval.

Which statement about Automatic Call Distribution (ACD) explain, the discrepancy in the BCMS report?

A. ACD calls in process count in the time interval in which they start.B. ACD calls in process count in the time interval in which they terminate.C. ACD calls in process count in the time interval in which the call duration are the longest.D. ACD calls in process count in the time interval in which the call duration are the shortest.


Explanation/Reference:Reference 07-300061 Page 47

QUESTION 23A call center supervisor uses Basic Call Management System (BCMS) to monitor a split. When running thecommand monitor bcms split 30 there are two agents shown with the state of "other".

Which three statements describe why the agent's state would be "other"? (Choose three)

A. The agents have pressed their aux work button.B. An ACD call is ringing at their telephone.C. The agents are dialing a number to place a call or activate a feature.D. The agents are on outgoing calls.E. The agents are on calls from another split.

Correct Answer: BCESection: (none)Explanation


QUESTION 24An agent has just logged into a skill, but has not made themselves ready to answer queue calls.

Which work mode is the agent using for that skill?

A. Auxiliary WorkB. After Call WorkC. Extension InD. Available



QUESTION 25A customer is having issues with the amount of calls answered by a certain group of agents

Which three tools or commands can be used to track call activity in nearly teal time? (Choose three)

A. Monitor bcms vdnB. Monitor traffic hunt group

C. Administer a vu-display button to monitor calls in queue.D. Monitor bcms skillE. Administer a q-call button.



QUESTION 26A very large contact center needs to have several agents logged into as many as 20 skills simultaneouslyas a backup.Which feature must be licensed to allow for this number of assignments?

A. Expert Agent Selection (EAS)B. EAS Preference Handling Distribution (EAS PHD)C. Service Level Maximizer (SLM)D. Business Advocate (BA)



QUESTION 27Which three items are needed to properly configure a hunt group in an Expert Agent Selection Call center?(Choose three.)

A. The call distribution methodB. The group extensionC. Vector Directory Number (VDN)D. The class of Restriction (COR)E. The trunk group number



QUESTION 28A customer wants to start "Service Observing" while off site.

Which two parameters must be configured to allow this? (Choose two.)

A. Service Observing Listen Only Access CodeB. COR - Restriction Override set to allC. Service Observing (Remote/By FAC)D. Telecommuter


Explanation/Reference:Reference Administering Avaya AuraTM Communication Manager page 504

QUESTION 29You need to troubleshoot their Best Services Routing polling vectors to verify that they are operating asintended.Which command would you use to do this?

A. List trace trunkB. Monitor bcms hunt groupC. List trace vdnD. Monitor bcms trunk



QUESTION 30You are preparing the implementation call flow documents for a customer in the balancing industry. One ofthe customer's requirements is to have a forced two minute After Call Work (ACW) for calls regarding creditfraud.All other calls need to have a 15 second ACW.

How can this be accomplished?

A. Since ACW is only available on the hunt group form, agents would need to be assigned a dedicated skillwith a two minute ACW for the credit card fraud calls.

B. Since ACW is only available on the hunt group form, the agent should press the ACW button to extendMi. if ACW from IS seconds to two minutes.

C. ACW can be assigned to both the Skill and Vector Directory Number (VDN), but the Skill timed ACWtakes precedence over the VDN ACW.

D. ACW can be assigned to both the Skill and VDN, and the VDN timed ACW takes precedence over



QUESTION 31Best Services Routing (BSR) allows adjusting the idle time of agents in determining agent selection.

When considering the step adjustment being set to 20 for a given location, which statement about agentadjustments for the consider location step is true?

A. The agents idle time is always adjusted up by 20 seconds.B. The agents idle time is adjusted up by 20%, unless the idle time is greater than 100 seconds at which

point is adjusted up by 20 seconds.C. The agents idle time is always adjusted down by 20 seconds.D. The agents idle time is decreased by 20 seconds, unless the Idle time Is greater than 100 seconds at

which point it is decreased by 20%.



QUESTION 32A customer has provided one specific customer toll free number. The customer should have some (but nottotal) advantage over the typical call to the same skill as other callers.

Which Business Advocate (BA) feature is used to adjust the service level for the customer to this particularskill?

A. Reserve AgentsB. Weighted Advance TimeC. Dynamic Queue PositionD. Greatest Need



QUESTION 33What are two of 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 oneither 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.

Correct Answer: ADSection: (none)Explanation


QUESTION 34A customer has Avaya Communications systems located in Detroit, Chicago and Denver. All three systemsare connected via ISDN Tie dunks. The customer is implementing multi site Best Services Routing (BSR) tointelligently compare resources and find the best call center to service their calls. Status polls from theDenver location to Detroit consistently fail.

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

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.

Correct Answer: CDSection: (none)Explanation

Explanation/Reference:corrected.

QUESTION 35You need to troubleshoot Best Services Routing vectors to verify that they are operating as intended.

Which two commands would you use to do this? (Choose two.)

A. list trace tacB. list trace stationsC. list trace vectorD. list trace trunk



QUESTION 36You are asked to resolve an Issue with little information except that there are reports of calls beingdisconnected and calls in queue not receiving announcements. When you check the display events In theCommunication Manager (CM) there are several events that need to be researched.

Using the information in the Events Report, how do you determine which vector(s) to begin troubleshooting?

A. Use the Event Type column.B. Use the Event Data 1.C. Use the Event Data 2D. Use the Event Description.



QUESTION 37A customer informs you that they are unable to service observe a new agent.

Which three items would you check to verify the ability to service observe? (Choose three.)

A. Agent logged inB. COS administrationC. Data RestrictionD. COR administrationE. Hunt Group administration

Correct Answer: ACDSection: (none)Explanation


QUESTION 38Which two results are modified using "adjust by" when configuring Best Service Routing (BSR)? (Choosetwo)

A. It modifies the skill EWT.B. It allows the preferences in vectors to be programmed.C. It modifies the agent idle time.

D. It adjusts the skill ASA.

Correct Answer: ABSection: (none)Explanation


QUESTION 39Agents/Supervisors want to have the ability to login/logout of splits/skills, change their work mode, andperform service observing.

What is used to facilitate this ability?

A. Business Advocate (ISA)B. Skill AssignmentC. Feature Access Codes (FACs)D. Dial Access Plan



QUESTION 40How many days of historical data are shown in the Basic Call management System (BCMS) Split 50 dayreport?

A. 1B. 2C. 3D. 5E. 7



QUESTION 41Which two statements about Automatic Call Distribution (ACD) with Expert Agent Selection (EAS) disabledare 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.


Explanation/Reference:Reference Avaya AuraTM Call Center 6.0 Overview Page 18

QUESTION 42How can an installer identify if a customer has the Call Center Elite package?

A. Check the System-Parameters Customer-Options Form and look for the "Call Center Elite" field.B. Check the Feature-Related System Parameters and look for the "Call Center Elite" field.C. Check the System-Parameters Customer-Options Form and look for the "EAS" field.D. Check the System-Parameters Customer-Options Form and look for the "Vectoring (3-0 Enhanced)

field.


Explanation/Reference:Reference: Programming Call Vectors in Avaya AuraTM Call Center 6.0 Page 205

QUESTION 43Which two benefits to a Call Center does the Call Vectoring feature provide? (Choose two.)

A. The ability to change the skills assigned to an agentB. 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) callsD. The ability for supervisors to monitor an agent's ACD callsE. The customized handling of incoming calls via programmed commands


Explanation/Reference:Reference: Avaya AuraTM Call Center 6.0 Overview Page 20

QUESTION 44Direct Agent calls are not getting counted correctly in Call Management System (CMS).

What must be administered so that Direct Agent calls are measured properly?

A. Class of Service (COS)B. skill-levelC. Class of Restriction (COR)D. ead-mia


Explanation/Reference:Reference: Planning an Avaya AuraTM Call Center Implementation 6.0 Page 24

QUESTION 45Clear Caller info field in the system-parameters-features form is being implemented for a call center that isin the medical industry.

Which three options can be set in the field to clear the caller's information from the agent's station lay?(Choose three.)

A. leave-ACWB. next-CallC. leave-AUX

D. on-call-releaseE. forced-call



QUESTION 46Which set of Vector Directory Number (VDN)/Vector types are used for multi-site Best Service Routing(BSR)?

A. Interflow, Outflow, and 1st AvailableB. Primary, Status poll, and OutflowC. Status poll, Interflow, and 1st availableD. Primary, Status poll, and Interflow



QUESTION 47

You configured vectors in New York and Denver locations to look ahead interflow. You want your New Yorklocation to interflow to your Denver location if the Denver split has less than 10 calls in queue. After settingvectors in the exhibit you find that all calls are interflowing to Denver.

What would cause all calls to interflow to Denver?

A. The route-to number command in step 6 in New York is allowing all calls to interflow to Denver.B. The wait-time command is step 3 on Denver is considered a call acceptance command and allowing all

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

calls to interflow.D. Step 8 in the Denver command should be busy command.



QUESTION 48

Based on the agent idle time and call flow the exhibit, to which location will the queued?

A. Skill 77B. Location 1C. Location 2D. Location 3

Correct Answer: BSection: (none)

Explanation


QUESTION 49

Given the Information in the exhibit, which skill number will the next call be served by, and at which step willvector processing end?

A. skill 3; step 3B. skill 2; step 5C. skill 2; step 8D. skill l; step 5


Explanation/Reference:the check skill command in step 8 attempts to queue the call according to the parameter indicated (if calls-queued < 2) to the skill group that corresponds to the 3rd VDN skil (skill 2)

QUESTION 50In an Expert Agent Selection (EAS) Call Center, the customer wants queued calls to be answered by theagent that has been available the longest. Skill level is not an important factor when routing the queuedcalls to an agent.

Which type of call distribution method should the hunt group be configured to achieve this?

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)


Explanation/Reference:Reference: Administering Avaya AuraTM Call Center Features 6.0 page 224

QUESTION 51The claims department of an insurance company must separate calls by area code. Some groups of agentscan only handle calls Item one area code, while other groups of agents can handle multiple a codes.

Which group of vector steps would satisfy this requirement?

A. goto vector 21 @ step 1 if ani = 201 +goto vector 21 @ step 1 if ani = 212 +goto vector 23 @ step 1 if ani in table 1goto vector 24 @ step 1 if ani in table 2

B. goto vector 21 @ step 1 if ani = 201?goto vector 21 @ step 1 if ani = 212?goto vector 23 @ step 1 if ani in table 1goto vector 24 @ step 1 if ani in table 2

C. goto vector 21 @ step 1 if ani = 201goto vector 21 @ step 1 if ani = 212goto vector 23 @ step 1 if ani in table 1goto vector 24 @ step 1 if ani in table 2

D. goto vector 21 @ step 1 if ani = 2?1goto vector 21 @ step 1 if ani = 2?2goto vector 23 @ step 1 if ani in table 1goto vector 24 @ step 1 if ani in table 2


Explanation/Reference:Reference: Programming Call Vectors in Avaya AuraTM Call Center 6.0 page 52

QUESTION 52You are tasked to run Basic Call Management Reports (BCMS) on your call center agents. You need to runa report to find out how many calls each agent took the previous day.

Which command is used to run this report?

A. monitor bcms agent 1234 day mm/ddB. list bcms agent mm/ yyC. list bcms agent mm/ddD. list bcms agent 1234 day mm/dd


Explanation/Reference:Reference: 07-300061 page 29

QUESTION 53Why would a vector skip the step "queue to skill" and go to the next step without planning the call in queue?

A. because all agents are unavailable or on a callB. because no agents are logged inC. because the queue limit has been reached in the hunt groupD. because there is a route-to command after the queue-to command


Explanation/Reference:answer is modified.

QUESTION 54Which two statements describe the benefits of the Business Advocate (BA) feature? (Choose two.)

A. It enables routing of calls to the agent that is most idle.B. It dynamically matches a customer to an optimal agent.C. It provides conditional routing of calls to agent queues.D. It allows for dynamic reporting of call center activities in custom methods.E. It uses advanced algorithms to efficiently route calls to agents.



QUESTION 55What are three added features when you upgrade form Basic Avaya Call Center to Avaya Call Center Elite?(Choose three.)

A. Service Level MaximizeB. AdvocateC. Hunt GroupD. Call Management System (CMS)E. Agent Selection (EAS)

Correct Answer: ABESection: (none)Explanation

Explanation/Reference:Reference : Avaya AuraTM Call Center Feature Reference 6.0 Page 358 Programming Call Vectors inAvaya AuraTM Call Center 6.0 Page 205

QUESTION 56A supervisor wants to endure that a specified group of agents logout at a specified time during the workweek.

How can this be accomplished?

A. with After Call Work (ACW) Agent Considered IdleB. with Forced Agent Logout TimeC. with Interruptible Aux Notification Timer (sec)D. with Maximum Time Agent in ACW before logout (sec)

Correct Answer: BSection: (none)

Explanation


QUESTION 57A customer has Business Advocate (BA) features turned on.

Which technique can be used to protect the predetermined level of service to a valued skill, II volumes oragent staffing levels change abruptly?

A. queue priority levelsB. reserve agentsC. skill preference levelsD. percent allocation



QUESTION 58A call center operations manager wants agents to manually enter a code to identify the reason for being inauxiliary (AUX) work status.

Which feature must be activated on the system-parameters custom-options to allow this?

A. Call Work CodesB. Authorization CodesC. Reason CodesD. AUX State Codes


Explanation/Reference:Reference : Avaya AuraTM Call Center 6.0 Overview Page 26

QUESTION 59Which three statements about circular hunt groups are true? (Choose three)

A. The next call to the hunt group is offered to the next station in the members list in a round robin fashion,starting with the first administered station.

B. The call distribution is dependent of how long stations have been idle.C. The call distribution is independent of how long stations have been idle.D. The next tall to the hunt group will be routed to the next agent (station) if the previous agent did not

answer the last call.E. The next call to the hunt-group will be routed to the same agent (station) if that agent did not answer the

last call.

Correct Answer: ACDSection: (none)Explanation


QUESTION 60A supervisor would like to have their agents automatically log out at a specific time.

Which administration form is used to configure this functionality?

A. Hunt Group FormB. Agent LoginID FormC. Feature-Related System-Parameters FormD. Station Form


Explanation/Reference:Reference: Administering Avaya AuraTM Call Center Features 6.0 Page 11

QUESTION 61While configuring the Service Observing feature, which three forms should be configured and/or verified?

A. System ParametersB. Class of ServiceC. Feature-Related System ParametersD. Class of restrictionE. Station

Correct Answer: CDESection: (none)Explanation


QUESTION 62Which three monitor commands are available with Basic Call Management System (BCMS)? (Choosethree)

A. Monitor bcms agentB. Monitor bcms skillC. Monitor bcms splitD. Monitor bcms systemE. Monitor bcms vector


Explanation/Reference:Reference 07-300061 page 43

QUESTION 63What provides built-in real and historical reporting capabilities for the call center, including reports for Splits/Skill, Agents, Vector Directory Numbers (VDNs) and trunk groups?

A. VvStatsB. Service level maximize (SLM)C. Basic Call management System (BCMS)D. Automated Number Identification (ANI)


Explanation/Reference:Reference Avaya AuraTM Call Center 6.0 Overview page 19

QUESTION 64A customer wants the ability to track the call types for Automatic Call Distribution (ACD) calls answered byagents. These call types will be defined by the customer.

Which call feature can the customer use to track their defined call types?

A. Least Occupied Agent (LOA)B. Call Work Codes (CWC)C. Feature Access Codes (FAC)D. Redistribution on No Answer (RONA)


Explanation/Reference:Reference: Avaya AuraTM Call Center Feature Reference 6.0 page 51

QUESTION 65You are implementing a new contact center and gathering all information for the new agents. TheCommunication manager (CM) Agent Login ID form is populated from information gathered on the AgentSkills Worksheet.

Which three items are included on this worksheet? (Choose three)

A. Call handling preferenceB. Login IDC. Skill preferencesD. Skill levelE. Class of service (COS)



QUESTION 66Which vector object can replace the Time of Day (TOD) global Vector Variable?

A. Business Schedule TableB. Vector Routing TableC. Service Hours TableD. Policy Routing Table


Explanation/Reference:Reference: Avaya AuraTM Call Center 6.0 Overview page 28

QUESTION 67The first administered extensions in the hunt-group screen is usually serving a call, and is often referred toas `hot seat'.

What is the name of this call distribution method?

A. circB. ead-miaC. ucd-loaD. ddc


Explanation/Reference:Reference Administering Avaya AuraTM Communication Manager page 288

QUESTION 68A customer has Elite Call Center package and wants Basic Call Management System (BCMS) 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 featuresD. BCMS is only offered for Customers with a Basic Call Center package.



QUESTION 69Improve call handling and agent productivity you set up a vector using Look Ahead Interflow to check id sitecan accept a call and has an agent available. You only want to Interflow calls that are at the top twopositions of the queue.

Which command would be entered in the vector to accomplish this?

A. route-to number 9581234 with cov y if interflow qpos = 2B. route-to number 9581234 with cov n if interflow qpos <= 2C. route-to number 9581234 with cov n if interflow qpos < 2D. route-to number 9581234 with cov y if interflow qpos <= 2


Explanation/Reference:Reference Comcode 108596545 page 217


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