Exam 6: Avaya Aura Core Components Support Exam

A customer is waiting in queue, listening to music, and waiting for the call to be routed to an agent. Which mechanism controls what happens while the customer is waiting in the queue?

What are three capabilities of Avaya Aura Media Server? (Choose three.)

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 or remove a skill. Which statement is true about the configuration of this feature?

An Elite Call Center agent is assigned the following Skills: Skill Hunt Group 1 with Skill Level 5 Skill Hunt Group 2 with Skill Level 10 Skill Hunt Group 3 with Skill Level 15 Skill Hunt Group 4 with Skill Level 15 And the Call Handling Preference is configured as Greatest Need. Skill 1 Call with priority h that has queued for 10 minutes Skill 2 Call with priority h that has queued for 15 minutes Skill 3 Call with priority m that has queued for 15 minutes Skill 4 Call with priority t that has queued for 15 minutes Which of the calls will the agent handle first under the greatest need handling preference?

Which two statements about Automatic Call Distribution (ACD) with Expert Agent Selection (EAS) disabled are true? (Choose two.)

A customer is currently using the Communication Manager Automatic Call Distribution (ACD) feature, and will be enabling the Expert Agent Selection (EAS) feature. With EAS enabled, which software mechanism is used for queuing?

Customers need to use the extension 5004 for announcements in a vector but the vector will not save. To ensure that the resources are configured, what should be done first?

A customer wants to configure their call center for emergencies. Which action would you advise the call center supervisor to use to configure an alternate call path in case of a disaster?

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?

Which properties of the call center must be configured so that hunt groups are treated as skill hunt groups for the Automatic Call Distribution (ACD)?

Which three items are needed to configure a hunt group in an Expert Agent Selection (EAS) enabled call center? (Choose three.)

When a customer upgrades from Basic Avaya Call Center to Avaya Aura Call Center Elite, which three features are added? (Choose three.)

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

Which statement about concurrent agent user licenses is true?

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 system-parameters customer-options to allow this?

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 to be taken into account when routing the queued calls to an agent. To meet this requirement, to which type of call distribution method should the hunt group be configured?

Which statement describes the purpose and function of a hunt group?

Which type of virtual routing allows calls among call centers to achieve improved Automatic Call Distribution (ACD) load-balance by comparing sites?

Which two statements describe why the agent's state would be designated as 'OTHER' in a non-EAS environment? (Choose two.)

Which form displays the total number of Automatic Call Distribution (ACD) agents that can be logged in simultaneously?