Avaya Avaya Certifications 7392X Questions & Answers

• Question 1:

  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)

  Correct Answer: D

• Question 2:

  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)

  Correct Answer: B

• Question 3:

  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

  Correct Answer: D

• Question 4:

  Direct Agent calls are not getting counted correctly in the Call Management System (CMS). What must be administered so that Direct Agent calls are measured properly?

  A. Class of Restriction (COR)

  B. Class of Service (COS)

  C. skill-level

  D. ead-mia

  Correct Answer: A

• Question 5:

  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.

  Correct Answer: B

• Question 6:

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

  A. Entire

  B. Personal

  C. System

  D. Group

  Correct Answer: C

• Question 7:

  A call center has agents skilled in sales of product X. You want them to be able to wrap up calls after they complete a sales call.

  To allow this agent to wrap up a call, which parameter should be adjusted?

  A. Assigned Skill on the Hunt Group form

  B. Call Handling Preference on the Hunt Group form

  C. Timed ACW field on the VDN or Hunt Group form

  D. Direct Agent Call First on the Agent Handling form

  Correct Answer: A

• Question 8:

  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 (#)

  Correct Answer: A

• Question 9:

  What are the four mandatory and optional parameters in a Vector Directory Number (VDN) configuration? (Choose four.)

  A. Vector

  B. Measured Format

  C. Agent Login

  D. Skill Preferences

  E. Extension

  F. Hunt Group

  Correct Answer: ABDE

• Question 10:

  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.

  Correct Answer: A