Deck 6: Avaya Aura Core Components Support Exam

Question 1

To ensure that announcements always start at the beginning when played as part of a vector, which action must be taken?

A) Create forced announcements.
B) Set the queue field to Yes.
C) Use Analog announcements only.
D) Use external announcements.

Answer 1

Set the queue field to Yes.

Question 2

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

A) Vector Routing Table
B) Business Schedule Table
C) Service Hours Table
D) Policy Routing Table

Answer 2

Service Hours Table

Question 3

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

A) list trace vdn
B) list trace trunk
C) monitor bcms hunt group
D) monitor bcms trunk

Answer 3

list trace vdn

Question 4

A customer has the 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.

Question 5

For a Split Day report, how many days of historical data are shown in the Basic Call management System (BCMS)?

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

Question 6

A customer wants to routinely monitor their vectors for unexpected results. How should they monitor their results?

A) Use the display events command in the Communication Manager. Use the display events command in the Communication Manager.
B) Use the list history command in the Communication Manager. list history
C) Use the System Maintenance > Reports > Error Log Report in the Call Management System.
D) Use the Exceptions > Reports > Vector Exceptions in the Call Management System.

Question 7

Which two statements describe the benefits of using Expert Agent Selection (EAS)? (Choose two.)

A) It enables recorded announcements to be played to incoming calls.
B) It provides options for selecting among available agents with the same skill.
C) It facilitates routing of incoming calls to a Voice Response Unit to facilitate self-service.
D) It provides basic reporting on Vectors, Agents, and Trunk Groups.
E) It improves agent performance because supervisors can have agents handle calls based on either skill-level or greatest need.

Question 8

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

A) Adjunct Routing
B) Network Call Redirection
C) Network Call Transfer
D) Look-Ahead Interflow

Question 9

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?

A) Agent IDs
B) VDNs
C) Agent Stations
D) Skills

Question 10

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

A) Service Level Maximizer
B) Business Advocate
C) Hunt Group
D) Call Management System (CMS)
E) Expert Agent Selection (EAS)

Question 11

Refer to the exhibit. A call center administrator has devised a way to provide special treatment for high profile customers, by filtering these agent's Automatic Number Identification (ANI) using a vector routing table, and interflowing these calls to be queued at a higher priority. Unfortunately, after the new VDN/vector steps where implemented, those customers are queuing to the incorrect group of agents. What would be the reason for this?

A) VDN Override on VDN 7202 is set to no.
B) VDN Override on VDN 7201 is set to yes.
C) No agents are staffed in skill 1.
D) The caller has blocked his calling party number, a match cannot be found, and call processing for this call will cease.

Question 12

A call center where agents handle customers with account numbers is using Call Center Elite. The call center wants to offer a survey to customers who complete their tasks to determine the level of service they have received. Which feature would you suggest when the call center offers a survey to the people who have called?

A) VDN Return Destination
B) VDN Interflow
C) VDN Vectors
D) VDN Override

Question 13

Which statement about concurrent agent user licenses is true?

A) Number of agents that can be registered in more than one Communication Manager simultaneously.
B) Number of agents that can be added to the system.
C) Only the specified number of licensed units can gain access to more than one skill at a time.
D) Only the specified number of licensed units can gain access to and register the agent with Communication Manager at any given time.

Question 14

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

A) System Parameters Customer-Options
B) Class of Restriction
C) VuStats Display
D) Feature-Related System Parameters
E) Class of Service

Question 15

To improve call handling and agent productivity, you set up a vector using Look Ahead Interflow to check if the remote 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-gpos>=2
B) route-to number 9581234 with cov n if interflow-gpos<2
C) route-to number 9581234 with cov n if interflow-gpos<=2
D) route-to number 9581234 with cov y if interflow-gpos=2

Question 16

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?

A) Set of a feature access code that detects a power outage and reroutes calls automatically
B) Set a vector directory number with a collect-type variable.
C) Set a value variable and change the value assigned using a feature access code.
D) Set a trunk group and change the trunk number using a variable.

Question 17

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

A) After an ACD-call, an agent will automatically change its state to AUX.
B) Splits can be measured by Basic Call Management System (BCMS).
C) Agents can be logged in to 20 splits maximum.
D) Agents should log in manually to each split.

Question 18

Which component provides audio support in Avaya Aura Call Center Elite?

A) System Manager
B) Communication Manager
C) Avaya Aura Media Server
D) S8300 Server Blade

Question 19

Refer to the exhibit. Given the information in the exhibit, what happens to a call if someone calls this vector on Tuesday January 1 at 10:00?

A) The call will be routed to 2048.
B) The call will queue to skill 1.
C) The call will be disconnected.
D) The call will be routed to 2049.

Question 20

Which property of the SET command makes the command unique when dealing with variables?

A) The SET command reassigns variables to new values during the process of a vector.
B) The SET command allows variables to be manipulated using arithmetic and string operators.
C) The SET command allows a group of variables to follow a specific pattern.
D) The SET command allows you to place calls in a particular queue.

Question 21

A supervisor wants their agents to automatically log out at a specific time. Which two administration forms are used to configure this functionality? (Choose two.)

A) Station Form
B) Agent LoginID Form
C) Hunt Group Form
D) Feature-Related System-Parameters Form

Question 22

Which option describes a feature access code?

A) any group of 1 to 4 digits which can include asterisk (*) and pound (#) signs at the beginning
B) any group of 1 to 6 digits
C) any group of 1 to 4 digits where an *(asterisk) can appear anywhere
D) any group of digits and asterisks (*) or pound signs (#)

Question 23

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

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

Question 24

Which three features on the Vector Directory Number (VDN) form are only Call Center Elite feature related? (Choose three.)

A) Best Service Routing (BSR) Application
B) VDN Variables
C) Meet-me Conferencing
D) Attendant Vectoring
E) Skill Preferences (1st, 2nd, 3rd Skills)

Question 25

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?

A) Skill 4 Call
B) Skill 2 Call
C) Skill 1 Call
D) Skill 3 Call

Question 26

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?

A) Agent Stations
B) Vectors
C) Skills
D) Hunt Groups

Question 27

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?

A) AUX State Codes
B) Authorization Codes
C) Call Work Codes
D) Reason Codes

Question 28

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) Configure an announcement using the extension 5003.
B) Configure a dial plan with a 4-digit extension that begins with 5.
C) Configure a dial plan with a 4-digit feature access code.
D) Record an announcement.

Question 29

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) Dial Access Plans
B) Feature Access Codes (FACs)
C) Skill Assignment
D) Business Advocate (BA)

Question 30

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?

A) Multiple Call Handling (MCH)
B) Redirection on No Answer (RONA)
C) Feature Access Codes (FAC)
D) Call Work Codes (CWC)
E) Least Occupied Agent (LOA)

Question 31

Which scope is defined by the time-of-day (TOD) variable?

A) Collect Scope Variable
B) Global Scope Variable
C) Local Scope Variable
D) Persistent Scope Variable

Question 32

Which Expert Agent Selection (EAS), when is an agent-loginID associated with a specific extension?

A) When the station has Auto Answer enabled
B) When the telephone extension is configured on the station form
C) When the agent's login ID is administered in the switch
D) When the agent logs in at that extension

Question 33

What provides built-in real-time and historical reporting capabilities for the call center, including reports for Splits/Skills, Agents, Vector Directory Numbers (VDNs) and Trunk Groups?

A) Automatic Number Identification (ANI)
B) Basic Call Management System (BCMS)
C) VuStats
D) Service Level Maximizer (SLM)

Question 34

What is an abbreviated dialing list that is defined for the entire organization?

A) Entire
B) Personal
C) System
D) Group

Question 35

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

A) High Availability
B) TDM interfaces for digital and analog stations and trunks
C) Virtualization
D) Can be shared with multiple CM's
E) Has the capacity of up to 1000 AAMS

Question 36

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

A) the customized handling of incoming calls via programmed commands
B) the ability for supervisors to monitor an agent's Automatic Call Distribution (ACD) calls
C) the ability for an agent to answer multiple Automatic Call Distribution (ACD) calls
D) the conditional call treatment or routing based on parameters such as time of day, day of week, holidays, etc.
E) the ability to change the skills assigned to an agent

Question 37

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

A) It is a group of agents that all have the ability to answer specific calls.
B) It is a group of VDNs that receive calls and pass to a vector.
C) It is a group of extensions that receive calls to a specific telephone number.
D) It is a group of skills that an agent has to manage specific calls.

Question 38

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

A) System-Parameters Security
B) Special System Parameters
C) System-Parameters Customer-Options
D) Feature-Related System Parameters

Question 39

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

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

Question 40

Refer to the exhibit. You configured vectors in your New York and Denver locations to use 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 calls are interflowing to Denver. What would cause calls to interflow to Denver?

A) Step 8 in Denver should be a busy command. Step 8 in Denver should be a busy command.
B) The route-to number command in step 6 in New York is allowing calls to Interflow to Denver. The route-to number command in step 6 in New York is allowing calls to Interflow to Denver.
C) The wait-time command in step 1 in Denver is considered a call acceptance command and calls to Interflow. wait-time command in step 1 in Denver is considered a call acceptance command and calls to Interflow.
D) The wait-time command in step 3 in Denver is considered a call acceptance command and allowing calls to Interflow. command in step 3 in Denver is considered a call acceptance command and allowing calls to Interflow.

Question 41

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?

A) Expert Agent Distribution-Most Idle Agent (EAD-MIA)
B) Uniform Call Distribution Most Idle Agent (UCD-MIA)
C) Direct Department Calling (DDC)
D) Dynamic Agent Selection (DAS)

Question 42

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)?

A) Hunt groups are set to be skill hunt groups if the ACD is set to yes, and if Expert Agent Selection is set to no.
B) Hunt groups are set to be skill hunt groups if the ACD is set to yes, and Expert Agent Selection is set to yes.
C) Hunt groups are set to be skill hunt groups if the ACD is set to no, and if Expert Agent Selection is set to yes.
D) Hunt groups are set to be skill hunt groups if the ACD is set to no, and if Expert Agent Selection is set to no.

Question 43

Which two vector variable types are strictly global in scope? (Choose two.)

A) value
B) ani
C) collect
D) dow
E) stepcnt

Question 44

You need to troubleshoot Best Service Routing (BSR) vectors for multi-site routing to verify that they are operating as intended. Which command would you use to do this?

A) list trace stations
B) list trace vector
C) list trace trunk
D) list trace trac

Question 45

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?

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

Question 46

Which component handles the features of Avaya Aura Call Center Elite?

A) Presence Services
B) Media Server
C) Session Manager
D) Communication Manager

Question 47

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

A) The group extension
B) The call distribution method
C) The Vector Directory Number (VDN)
D) The trunk group number
E) The Class of Restriction (COR)

Question 48

Refer to the exhibit. Given existing variable values on the vector step in the exhibit, what will be the resulting value of Variable "A"?

A) 9432
B) 876549432
C) 3876
D) 87654

Question 49

Which operator of the SET command allows you to check number validation in dialed strings using Luhn's algorithm?

A) MOD10
B) ADD
C) CATR
D) SEL