Avaya Avaya Certifications 7392X Questions & Answers

• Question 21:

  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

  Correct Answer: A

• Question 22:

  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

  Correct Answer: C

• Question 23:

  Which three items are components of Communication Manager? (Choose three.)

  A. endpoints

  B. gateways

  C. sessions

  D. trunks

  E. desktops

  Correct Answer: BCE

• Question 24:

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

  A. Presence Services

  B. Media Server

  C. Session Manager

  D. Communication Manager

  Correct Answer: D

• Question 25:

  Which two functions do Vector Directory Numbers (VDNs) perform in a call center? (Choose two.)

  A. VDNs ensure that agents can originate and terminate calls.

  B. VDNs interpret the skills an agent has.

  C. VDNs route calls by pointing to a vector.

  D. VDNs define the call flow through the call center.

  E. VDNs pass parameters to the vector for processing.

  Correct Answer: CE

• Question 26:

  What is the recommended audio format to be played by the Avaya Aura?Media Server?

  A. 16bit, 8kHz, Single channel, PCM files

  B. 64bit, 8kHz, Multiple channel, PCM files

  C. 16bit, 8kHz, Multiple channel, PCM files

  D. 64bit, 8kHz, Single channel, PCM files

  Correct Answer: A

• Question 27:

  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

  Correct Answer: ACD

• Question 28:

  

  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.

  Correct Answer: B

• Question 29:

  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.

  Correct Answer: B

• Question 30:

  

  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.

  Correct Answer: A