Avaya Avaya Certifications 7392X Questions & Answers

• Question 11:

  If an agent has the skills to handle one call:

  Call 1, with priority 3 that is queued for 10 minutes with skill level 5 Call 2, with priority 3 that is queued for 15 minutes with skill level 10 Call 3, with priority 5 that is queued for 15 minutes with skill level 15 Call 4, with priority 1 that is queued for 15 minutes with skill level 15

  Under the skill level handling preference, which of the calls will the agent handle first?

  A. Call 1

  B. Call 2

  C. Call 3

  D. Call 4

  Correct Answer: D

• Question 12:

  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.

  Correct Answer: CD

• Question 13:

  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)

  Correct Answer: ABE

• Question 14:

  Which three Vector Directory Number (VDN) parameters are associated with the active VDN? (Choose three.)

  A. VDN Skill

  B. Class of Services (COS)

  C. Tenant Number (TN)

  D. Best Services Routing (BSR) Application

  E. Measured

  Correct Answer: ACD

• Question 15:

  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.

  Correct Answer: B

• Question 16:

  In the call center, to prevent an agent from dialing "off-net" to particular numbers, which action should you take?

  A. Create a class of service (COS) for the dialing features.

  B. Create a class of restriction (COR) for calling privileges.

  C. Create a class of restriction (COR) for the feature access code.

  D. Create a class of service (COS) for a collection of feature access codes.

  Correct Answer: B

• Question 17:

  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.

  Correct Answer: B

• Question 18:

  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

  Correct Answer: BD

• Question 19:

  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)

  Correct Answer: ABD

• Question 20:

  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)

  Correct Answer: B