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Frequently Asked Questions
Question # 1
A customer has calls coming Into theircontact center constantly. They do not want their customers to be waiting long beforetheir call is answered, even ifIt is answered at a different site.Which two features should be used in the vectors to ensure that all calls are answered tn a timely fashion? (Choose two.)
A. Network Call Redirection
B. Look-ahead Interflow
C. Virtual Outflow
D. Enhanced Look-ahead Interflow
Question # 2
What is the process for routing calls to one or more networked locations that appear as single center called?
A. Virtual Site Routing
B. Multiple Routing
C. Best Service Routing
D. Interflow Routing
Question # 3
When deploying virtual environments, what factors should you consider for your virtual server?
A. Configure resources where the virtual appliances are on the same host if possible
B. Configure resources on as many separate partitions as possible
C. Configure resources for traffic or performance for an average day
D. Configure resources in a way that you can monitor their performance regularly
Question # 4
While a Look-Ahead Interflow attempt is being made, which feedback is the caller receiving?
A. The caller hears the feedback that Is provided by the sending switch.
B. The caller always hears ringback.
C. The caller hears the feedback that is provided bythe receiving switch.
D. The caller always hears silence.
Question # 5
Which three statements about LAI requirements aretrue? (Choose three.)
A. Intelligently route calls among the call centers to achieve a better ACD load balance.
B. The receiving switchis able to accept or deny interflowed calls sent by the sending switch.
C. The routing of an incoming call to an external switch must beanswered at the originating switch.
D. Look-Ahead Interflow (LAI) improves call-handling capabilityand agent productivity for callcenters with multiple locations.
E. It Is able to use the adjust-by vector command to better manage EWT.
Question # 6
A customer wants to archive their log files using the Ttrace Log2Zip applicationWhich setting can they choose to archive their files?
A. The type of log file and the name
B. The period of time, the name, and the files to be archived
C. The size of the log file and which files to archive
D. The number of lines in the log and the commands
Question # 7
Which two vector variable types are strictly global in scope? (Choose two.)
A. stepcnt
B. dow
C. value
D. ani
E. collect
Question # 8
A customer using the TTrace tool wants the TTrace system to send an email when the system logs a particulartype of alarm on the TTRace server.Which TTrace tool will accomplish this?
A. TTrace Config
B. TTrace Server
C. TTrace Console
D. TTrace Log2Zip
Question # 9
Whatare two call vectoring command failures for"adjunct routing"? (Choose two.)
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.
Question # 10
Given the following conditions:In the Business Advance configurationDuring agent surplus conditionsWHEN agents are availableThe agent selection method is PADWhen a call arrives, how will the Communication Manager interpret the highest priority calls?
A. As the highest skill level agent with the lowest occupancy
B. As the agent withthe lowest ratio of adjusted work time and target allocation for the skill
C. As the highest skill level, most idle agent
D. As the most idle agent, without regard to skill level
Question # 11
Which two commands will assess the behavior of a command that is used to route calls? (Choose two.)
A. list trace VDN
B. list trace vector
C. display events
D. list trace station
Question # 12
A customer using the TTrace tool wants to see a list of services that have been configured, and also select their respective logging levels.Which TTrace tool will accomplish this?
A. TTrace Log2Zip
B. TTrace Configuration
C. TTrace Server
D. TTrace Console
Question # 13
A customer reports that they have an active alarm. The alarm is from the Media Director and reads “DeviceMonitor Failure”.What should you advise the customer to do?
A. Check the License Director configuration and ensure the service is running
B. Restart and Stop the Media Director to resolve the error
C. Check the Media Director configuration and Avaya Aura® Communication Manager
D. Check the device exists in Communication Manager and that it is added in the AES Security database
Question # 14
Refer to the exhibit. You configured vectors in your New York and Denver locations to use Look Ahead Interflow. You want yourNew 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?
A. The wait-time command in step 3 in Denver is considered a call acceptance command and allowing callsto 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
Question # 15
What are three advantages of the Avaya Customer Experience Virtualized environment? (Choose three.)
A. Enables capital equipment expenditures
B. Divides up resources among different locations
C. Enables businesses to scale rapidly
D. Lowers operational expenses
E. Requires fewer servers
Question # 16
A 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 of whichsite is deemed "best".Which licensed feature must be activated to accomplish this?
A. BSR Usage Allocation Enhancements
B. ISDN/SIP Network Call Redirection
C. VDN Return Destination
D. BSR Local Treatment for IP and ISDN
Question # 17
Which 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.
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