Question 1

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 configured queues correctly. As a part of a good Global Support Services (GSS) methodology, what should the company do next?

Accepted Answer

The company should identify components where the queue is configured and formulate a hypothesis for testing to understand why the vector is not routing calls to the particular queue.

Question 2

A call enters the system on VDN 3005. The Allow VDN Override is set to no on VDN 3005. The caller chooses the option for Spanish which routes the call to VDN 3010, which has Allow VDN Override set to yes. There are no Spanish agents available, so the call is routed VDN 3030. When the caller reaches VDN 3030, what is the active VDN?

Accepted Answer

Since VDN 3005 has Allow VDN Override set to no, the active VDN remains 3005 throughout the call, regardless of subsequent VDNs with Allow VDN Override set to yes.

Question 3

Refer to the exhibit.  What are three reasons for turning on "Net Redir" = y? (Choose three.)

Accepted Answer

A,D,E

Question 4

What are the three requirements for Best Services Routing (BSR) polling over IP without the B-channel signaling-group? (Choose three.)

Accepted Answer

The answer of What are the three requirements for Best...

Question 5

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

Accepted Answer

Primary, Status poll, and Interflow are the types used for multi-site Best Services Routing (BSR) to manage call distribution across multiple locations.

Question 6

In a multi-site BSR configuration, with 2 remote locations, how many VDNs are required on the Primary site BSR Application form?

Accepted Answer

In a multi-site BSR configuration, with 2 remote locations, 1 status poll VDN and 1 interflow VDN are required on the Primary site BSR Application form.

Question 7

Best Services Routing (BSR) allows adjusting the idle time of agents when determining agent selection. You are considering the step adjustment set to 20 for a given location. Which statement about agent adjustments for the considered location step is true?

Accepted Answer

The answer of Best Services Routing (BSR) allows adjusting the...

Question 8

A customer uses multi-site Best Services Routing (BSR) and IP trunks to handle callers in the most efficient manner. To conserve bandwidth, they would like announcements to be sourced at the local switch, regardless of which site is deemed best. Which licensed feature must be activated to accomplish this?

Accepted Answer

The answer of A customer uses multi-site Best Services Routing...

Question 9

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

Accepted Answer

The answer of What are two call vectoring command failures...

Question 10

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

Accepted Answer

The answer of How can the installer identify if a...

Question 11

While configuring a vector using the Best Services Routing (BSR) feature, the installer was not able to use the consider location command. What is causing this problem?

Accepted Answer

The "consider location" command in BSR requires Expert Agent Selection (EAS) to be enabled, as it is a prerequisite for using advanced routing features like BSR.

Question 12

A call center supervisor is trying to initiate an emergency condition by using FAC. After entering the required FAC, a busy signal is returned. Which three reasons are causing this problem? (Choose three.)

Accepted Answer

The answer of A call center supervisor is trying to...

Question 13

What are the three key differences between Enhanced Look-Ahead Interflow (ELAI) and traditional LAI? (Choose three.)

Accepted Answer

The answer of What are the three key differences between...

Question 14

Which virtual routing feature can be set up to provide nearly first-in, first-out routing?

Accepted Answer

The answer of Which virtual routing feature can be set...

Question 15

Which three statements are true about virtual routing? (Choose three.)

Accepted Answer

The answer of Which three statements are true about virtual...

Question 16

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?

Accepted Answer

Best Service Routing (BSR) is a feature that helps balance call loads by routing calls to the best available agent across multiple locations, ensuring efficient handling of customer inquiries.

Question 17

In a multi-site Best Services Routing (BSR) configuration, what is the purpose of the Status Poll vector?

Accepted Answer

The Status Poll vector contacts specified remote servers to collect information, which is essential for determining the best routing decisions in a multi-site BSR configuration.

Question 18

What are the three consideration requirements for the deployment of Network Call Deflection? (Choose three.)

Accepted Answer

The answer of What are the three consideration requirements for...

Question 19

Which three commands can be used with Network Call Deflection? (Choose three.)

Accepted Answer

The answer of Which three commands can be used with...

Question 20

A call center has four agents: Agent 1 has experience with Sales and French. Agent 2 has experience with Sales and English. Agent 3 has experience with Support and English. Agent 4 has experience with Sales and is bilingual in English and French. The first call comes in requiring sales assistance in English, and a second call comes looking for Sales in French. Which agent is still available for calls when the call center is using Best Services Routing (BSR), and the next call requires French?

Accepted Answer

Agent 4 is the only agent who is still available for calls when the call center is using Best Services Routing (BSR), and the next call requires French. Agent 1 is busy with the first call, which requires sales assistance in English. Agent 2 is busy with the second call, which requires sales in French. Agent 3 does not have experience with French.

Exam 7: Avaya Equino Solution with Avaya Aura Collaboration Applications Support Exam

Refer to the exhibit. What are three reasons for turning on "Net Redir" = y? (Choose three.)