Avaya Avaya Certifications 7392X Questions & Answers

• Question 51:

  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.

  Correct Answer: D

• Question 52:

  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

  Correct Answer: B

• Question 53:

  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

  Correct Answer: D

• Question 54:

  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

  Correct Answer: A

• Question 55:

  Which two parameters must be configured to allow Service Observing while off site? (Choose two.)

  A. Service Observing Listen Only Access Code

  B. COR – Restriction Override set to all

  C. Telecommuter

  D. Service Observing (Remote/By FAC)

  Correct Answer: AD

• Question 56:

  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.

  Correct Answer: BE

• Question 57:

  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

  Correct Answer: D

• Question 58:

  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

  Correct Answer: E

• Question 59:

  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.

  Correct Answer: C

• Question 60:

  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)

  Correct Answer: B