Avaya Avaya Certifications 7492X Questions & Answers

• Question 31:

  A customer using the TTrace tool wants the TTrace system to send an email when the system logs a

  particular type of alarm on the TTRace server.

  Which TTrace tool will accomplish this?

  A. TTrace Config

  B. TTrace Server

  C. TTrace Console

  D. TTrace Log2Zip

  Correct Answer: A

• Question 32:

  Given the following conditions:

  1.

  In the Business Advance configuration

  2.

  During agent surplus conditions

  3.

  WHEN agents are available

  4.

  The agent selection method is PAD

  When a call arrives, how will the Communication Manager interpret the highest priority calls?

  A. As the highest skill level agent with the lowest occupancy

  B. As the agent with the lowest ratio of adjusted work time and target allocation for the skill

  C. As the highest skill level, most idle agent

  D. As the most idle agent, without regard to skill level

  Correct Answer: B

• Question 33:

  A customer has provided one specific customer toll free number. The customer should have some (but not total) advantage over the typical call to the same skill as other callers.

  Which Business Advocate (BA) feature is used to adjust the service level for the customer to this particular skill?

  A. Reserve Agents

  B. Weighted Advance Time

  C. Dynamic Queue Position

  D. Greatest Need

  Correct Answer: A

• Question 34:

  Which two statements describe the benefits of the Business Advocate (BA) feature? (Choose two.)

  A. It enables routing of calls to the agent that is most idle.

  B. It dynamically matches a customer to an optimal agent.

  C. It provides conditional routing of calls to agent queues.

  D. It allows for dynamic reporting of call center activities in custom methods.

  E. It uses advanced algorithms to efficiently route calls to agents.

  Correct Answer: BE

  Reference Avaya AuraTM Call Center Feature Reference 6.0 page 78

• Question 35:

  Given the following conditions: In the lousiness Advocate configuration During call surplus conditions If calls are waiting when an agent becomes available The agent's selection method is Percent Allocation How will the Communication Manager Interpret the highest priority call?

  A. As the highest skill level and the highest ratio of CWT/SO or PWT/SO

  B. As the highest skill level and the longest CW1 or PWI

  C. As the longest CWT or PWI

  D. As the oldest call waiting that best maintains the administered target allocations for all skills

  Correct Answer: A

• Question 36:

  What ate three major benefits of SLM with EAS? (Choose three.)

  A. Can incorporate Business Advocate as an additional feature

  B. Less average delay to answer

  C. Greater control over providing differentiated service

  D. Redundant network coverage

  E. Autopilot capability

  Correct Answer: BCD

• Question 37:

  With consideration to the Avaya Global Support Services troubleshooting methodology, which step is most important when developing a hypothesis for troubleshooting software?

  A. Implementing corrective actions

  B. Choosing corrective actions

  C. Recognizing the problem

  D. Determining the triggers

  Correct Answer: C

• Question 38:

  A customer has SLM In their contact center deployed, but would now like to add the Business Advocate feature to Increase staffing automation, so that the supervisor can spend more time coaching their agents. Which statement Is true?

  A. Business Advocate can exist with FAS enabled.

  B. SLM can exist without EAS enabled.

  C. The Business Advocate feature and SI M cannot co-exist on the same system.

  D. The Business Advocate feature con run on the same system that has SLM configured.

  Correct Answer: C

  Reference: https://downloads.avaya.com/css/P8/documents/100171600 (p.9)

• Question 39:

  You are having problems with Avaya Aura Call Center Elite Multichannel and you are considering a work

  around.

  In which phase of the 8 disciplines of troubleshooting do you try to see if you can work around the problem

  until a more permanent solution is found?

  A. D4 - define escape points

  B. D2 - describe the problem

  C. D1 - establish a team

  D. D3 - develop interim containment actions

  E. D5 - choose corrective actions

  Correct Answer: D

  Reference: https://quality-one.com/8d/

• Question 40:

  If your software is not working, what is the best practice to determine how to fix the concern?

  A. Do a root cause analysis and gather information to solve the problem to prevent future Issues.

  B. Use the nine disciplines associated with troubleshooting to identify and describe the problem.

  C. The ability to get the software running immediately will solve all business needs.

  D. Monitor logs and alerts for Information for a few months to determine the problem.

  Correct Answer: A