Avaya Call Center Elite Implementation and Maintenance Exam

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3304

Avaya

Avaya Call Center Elite Implementation and Maintenance Exam

http://www.twpass.com/twpass.com/exam.aspx?eCode= 3304

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3304

QUESTION: 1

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

A. It enablesrouting 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.

Answer: http://www.twpass.com/twpass.com/exam.aspx?ecode=3304&qno=1

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QUESTION: 2

What are three added features when you upgrade form Basic Avaya Call Center to Avaya Call

Center Elite? (Choose three.)

A. Service Level Maximize

B. Advocate

C. Hunt Group

D. Call Management System (CMS)

E. Agent Selection (EAS)


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QUESTION: 3

A supervisor wants to endure that a specified group of agents logout at a specified time during the work week. How can this be accomplished?

A. with After Call Work (ACW) Agent Considered Idle

B. with Forced Agent Logout Time

C. with Interruptible Aux Notification Timer (sec)

D. with Maximum Time Agent in ACW before logout (sec)


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QUESTION: 4

A 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 or agent staffing levels change abruptly?

A. queue priority levels

B. reserve agents

C. skill preference levels

D. percent allocation


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QUESTION: 5

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 systemparameters custom-options to allow this?

A. Call Work Codes

B. Authorization Codes

C. Reason Codes

D. AUX State Codes


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QUESTION: 6

Which 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.


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QUESTION: 7

A 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 Form

B. Agent LoginID Form

C. Feature-Related System-Parameters Form

D. Station Form


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QUESTION: 8

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

A. System Parameters

B. Class of Service

C. Feature-Related System Parameters

D. Class of restriction

E. Station


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QUESTION: 9

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

(Choose three)

A. Monitor bcms agent

B. Monitor bcms skill

C. Monitor bcms split

D. Monitor bcms system

E. Monitor bcms vector


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QUESTION: 10

What 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. VvStats

B. Service level maximize (SLM)

C. Basic Call management System (BCMS)

D. Automated Number Identification (ANI)


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QUESTION: 11

A customer wants the ability to track the call types for Automatic Call Distribution (ACD) calls answered by agents. 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)


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QUESTION: 12

You are implementing a new contact center and gathering all information for the new agents.

The Communication manager (CM) Agent Login ID form is populated from information gathered on the Agent Skills Worksheet. Which three items are included on this worksheet?

(Choose three)

A. Call handling preference

B. Login ID

C. Skill preferences

D. Skill level

E. Class of service (COS)


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QUESTION: 13

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

A. Business Schedule Table

B. Vector Routing Table

C. Service Hours Table

D. Policy Routing Table


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QUESTION: 14

The first administered extensions in the hunt-group screen is usually serving a call, and is often referred to as

� hot seat

�

. What is the name of this call distribution method?

A. circ

B. ead-mia

C. ucd-loa

D. ddc


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QUESTION: 15

A 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 features

D. BCMS is only offered for Customers with a Basic Call Center package.


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QUESTION: 16

Improve call handling and agent productivity you set up a vector using Look Ahead Interflow to check id site can accept a call and has an agent available. You only want to Interflow calls that are at the top two positions 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 = 2

B. route-to number 9581234 with cov n if interflow

�

qpos <= 2

C. route-to number 9581234 with cov n if interflow

�

qpos < 2

D. route-to number 9581234 with cov y if interflow

�

qpos <= 2


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QUESTION: 17

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

A. Allow Two Observers in Same Call

B. Service Observing /SSC Allowed with Exclusion

C. Service Level Maximizer

D. serviceobserving(VDN


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QUESTION: 18

A 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 Report

D. In CMS, use the Exceptions > Reports > Vector Exceptions.


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QUESTION: 19

While configuring a vector using the best Service Routing feature, the installer was not able to use the consider 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 form

C. 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.


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QUESTION: 20

Which 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. Measured

E. VDN Skill


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QUESTION: 21

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

A. to define the Feature Access Codes for the call center

B. to assign the call Distribution method to skills

C. to provide Skill Preferences for Vector Directory Numbers (VDNs)

D. to define the queue-to skill steps for vector processing

E. to identify the skill numbers and levels to be assigned to agents


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QUESTION: 22

A customer uses multi site Best Service 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, regardless of which site 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


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QUESTION: 23

A customer wants the ability to request unavailable agents for a specific skill, and have those agents be made available to take calls? What calls center feature can provide this ability?

A. Multiple Call Handling (MCH)

B. Best Service Routing (BSR)

C. VuStats

D. Interruptible Aux Work


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QUESTION: 24

The Vector Directory Number (VDN) of Origin Announcement (VOA) provides agents with a short message about 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 form

B. the class of restriction (COR) form

C. the announcement form

D. the VDN form

E. the Feature-related System parameters


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QUESTION: 25

A supervisor like a summary report from Basic Communication Management System (BCMS) and is not sure what data items are available for this report. Which three objects are available for a summary report? (Choose three)

A. hunt

B. trunk

C. skill

D. vdn

E. station


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QUESTION: 26

Which 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.


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QUESTION: 27

Refer to the Exhibit. avaya&c=3304&q=1 Given the information in the exhibit, what happens to a call if someone calls this vector on January 1 at 10:00?

A. The call will queue to skill 1

B. The call will be disconnected

C. The call will be routed to 2048

D. The call will be routed to 2049


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QUESTION: 28 avaya&c=3304&q=1 A single vector can serve multiple Vector Directory Numbers (VDN).

VDN and vector variables can greatly ease administration. Given the information in the exhibit when a caller is queued in vector 1999 via VDN 7200, which announcement will be played on step 6?

A. 8610

B. 8611

C. 8612

D. 8613


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QUESTION: 29

A supervisor with console permission can enter an agent s login ID, and add or remove- an agent

� s skill via feature 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.


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QUESTION: 30

Before beginning a customer contact center design, which three design elements are needed?

(Choose three)

A. network map

B. firmware updates

C. equipment list

D. test plan

E. customer requirements worksheets


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QUESTION: 31

Which three parameters of the list command provides information about the Policy Routing

Table (PR)? (Choose three)

A. list usage policy-routing

B. list trace vdn

C. list trace vector

D. list history

E. list trace policy-routing-table


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QUESTION: 32

Which 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 switch

B. when the agent logs in at that telephone

C. when the telephone extension is configured on the station form

D. when the station has Auto Answer enabled


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QUESTION: 33

A customer wants to avoid an abandoned Call if an agent leaves their position, and an

Incoming automatic call distribution (ACD) call rings at the agent s phone. Which call center feature provides this capability?

A. Variable in Vectors

B. Adjunct Routing

C. Forced Agent Logout from the After Call Work (ACW) mode

D. Redirection on No Answer (RONA)


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QUESTION: 34

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

A. ani

B. value

C. collect

D. dow

E. Stepcnt


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QUESTION: 35

Which three fields on the Vector Directory Number (VDN) from disappear upon setting Meetme Conferencing to yes? (Choose three.)

A. Tenant Partitioning (TN) B) VDN Variables

B. VDN Override

C. Attendant Vectoring

D. VDN of Origin Announcement


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QUESTION: 36

A contact center supervisor frequently uses Call Management System (CMS) to manually move agents into skill that are not primary assignments for those agents, due to the needs of the business and to unexpected fluctuations in call volumes? Which feature could automate this process for the supervisor by the activation of reserve agents?

A. Dynamic Percentage Adjustment

B. Service Routing

C. Dynamic Queue Position

D. Dynamic Threshold Adjustment

E. Auto Reserve Agents


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QUESTION: 37

You want to view the most detailed Basic Call management System (BCMS) data for hunt group 100 for only the current day. Which command will accomplish this?

A. List bcms skill 100 day

B. List bcms split 100

C. List bcms summary skill 100 day

D. List bcms summary split 100


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QUESTION: 38

As 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 have taken 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.


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QUESTION: 39

A call center supervisor uses Basic Call Management System (BCMS) to monitor a split. When running the command 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.


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QUESTION: 40

An 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 Work

B. After Call Work

C. Extension In

D. Available


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QUESTION: 41

A 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 vdn

B. Monitor traffic hunt group

C. Administer a vu-display button to monitor calls in queue.

D. Monitor bcms skill

E. Administer a q-call button.


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QUESTION: 42

A very large contact center needs to have several agents logged into as many as 20 skills simultaneously as 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)


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QUESTION: 43

Which three Hems arc needed to properly configure a hunt group in an Expert Agent Selection

Call center? (Choose three.)

A. The call distribution method

B. The group extension

C. Vector Directory Number (VDN)

D. The class of Restriction (COR)

E. The trunk group number


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QUESTION: 44

A 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 Code

B. COR - Restriction Override set to all

C. Service Observing (Remote/By FAC)

D. Telecommuter


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QUESTION: 45

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

A. List trace trunk

B. Monitor bcms hunt group

C. List trace vdn

D. Monitor bcms trunk


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QUESTION: 46

You are preparing the implementation call flow documents for a customer in the balancing industry. One of the customer

� s requirements is to have a forced two minute After Call Work

(ACW) for calls regarding credit fraud. 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 skill with 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 extend Mi. 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 ACW takes precedence over the VDN ACW.

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


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QUESTION: 47

Best 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 agent adjustments 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%.


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QUESTION: 48

A customer has provided one specific customer toll free number. The customer should have some (but not total) 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 particular skill?

A. Reserve Agents

B. Weighted Advance Time

C. Dynamic Queue Position

D. Greatest Need


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QUESTION: 49

What 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 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 selfservice.

D. It provides options for selecting among available agents with the same skill.

E. It enables recorded announcements to be played to incoming calls.


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QUESTION: 50

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.)

A. The trunks that tie Denver to Detroit are not Distributed Communication Systems

(DCS+) or QSI

G.

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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QUESTION: 51

You 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 tac

B. list trace stations

C. list trace vector

D. list trace trunk


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QUESTION: 52

You are asked to resolve an Issue with little information except that there are reports of calls being disconnected and calls in queue not receiving announcements. When you check the display events In the Communication 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 2

D. Use the Event Description.


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QUESTION: 53

A 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 in

B. COS administration

C. Data Restriction

D. COR administration

E. Hunt Group administration


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QUESTION: 54

Which two results are modified using "adjust by" when configuring Best Service Routing

(BSR)? (Choose two)

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.


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QUESTION: 55

Agents/Supervisors want to have the ability to login/logout of splits/skills, change their work mode, and perform service observing. What is used to facilitate this ability?

A. Business Advocate (ISA)

B. Skill Assignment

C. Feature Access Codes (FACs)

D. Dial Access Plan


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QUESTION: 56

How many days of historical data are shown in the Basic Call management System (BCMS)

Split 50 day report?

A. 1

B. 2

C. 3

D. 5

E. 7


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QUESTION: 57

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.


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QUESTION: 58

How 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.


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QUESTION: 59

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 suchastime 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


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QUESTION: 60

Direct 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-level

C. Class of Restriction (COR)

D. ead-mia


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QUESTION: 61

Clear Caller info field in the system-parameters-features form is being implemented for a call center that is in 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-ACW

B. next-Call

C. leave-AUX

D. on-call-release

E. forced-call


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QUESTION: 62

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

Service Routing (BSR)?

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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QUESTION: 63 avaya&c=3304&q=1 You configured vectors in New York and Denver locations to 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 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.


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QUESTION: 64

Based on the agent idle time and call flow the exhibit, to which location will the queued? avaya&c=3304&q=1

A. Skill 77

B. Location 1

C. Location 2

D. Location 3


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QUESTION: 65

Given the Information in the exhibit, which skill number will the next call be served by, and at which step will vector processing end? avaya&c=3304&q=1

A. skill 3; step 3

B. skill 2; step 5

C. skill 2; step 8

D. skill l; step 5


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QUESTION: 66

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


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QUESTION: 67

The claims department of an insurance company must separate calls by area code. Some groups of agents can 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 1 goto 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 1 goto vector 24 @ step 1 if ani in table 2

C. 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 1 goto vector 24 @ step 1 if ani in table 2

D. goto vector 21 @ step 1 if ani = 2?1 goto vector 21 @ step 1 if ani = 2?2 goto vector

23 @ step 1 if ani in table 1 goto vector 24 @ step 1 if ani in table 2


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QUESTION: 68

You are tasked to run Basic Call Management Reports (BCMS) on your call center agents. You need to run a 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/dd

B. list bcms agent mm/dd

C. list bcms agent mm/dd

D. list bcms agent 1234 day mm/dd


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QUESTION: 69

Why 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 call

B. because no agents are logged in

C. because the queue limit has been reached in the hunt group

D. because there is a route-to command after the queue-to command


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