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QUESTION NO:9
Which three monitor commands are available with Basic Call Management System
(BCMS)? (Choose three)
A. Monitor bcms agent
B. Monitor bcms skill
C. Monitor bcms split
D. Monitor bcms system
E. Monitor bcms vector
Answer: B,C,D
Explanation: Reference 07-300061 page 43
QUESTION NO:4
A customer has Business Advocate (BA) features turned on.
Which technique can be used to protect the predetermined level of service to a valued skill,
II volumes or agent staffing levels change abruptly?
A. queue priority levels
B. reserve agents
C. skill preference levels
D. percent allocation
Answer: D
QUESTION NO:14
The first administered extensions in the hunt-group screen is usually serving a call, and is
often referred to as ‘hot seat’.
What is the name of this call distribution method?
A. circ
B. ead-mia
C. ucd-loa
D. ddc
Answer: D
Explanation: Reference Administering Avaya Aura™ Communication Manager page 288
QUESTION NO:17
A situation has come up where it is necessary to have more than one service observer
active against a Vector Directory Number (VDN).
Which two parameters are necessary to make that happen? (Choose two.)
A. Allow Two Observers in Same Call
B. Service Observing /SSC Allowed with Exclusion
C. Service Level Maximizer
D. service observing (VDN
Answer: A,C
Explanation: Reference Avaya Aura™ Communication Manager Screen Reference page
383
QUESTION NO:1
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.
Answer: B,E
Explanation: Reference Avaya Aura™ Call Center Feature Reference 6.0 page 78
QUESTION NO:12
You are implementing a new contact center and gathering all information for the new
agents. The Communication manager (CM) Agent Login ID form is populated from
information gathered on the Agent Skills Worksheet.
Which three items are included on this worksheet? (Choose three)
A. Call handling preference
B. Login ID
C. Skill preferences
D. Skill level
E. Class of service (COS)
Answer: A,B,D
QUESTION NO:2
What are three added features when you upgrade form Basic Avaya Call Center to Avaya
Call Center Elite? (Choose three.)
A. Service Level Maximize
B. Advocate
C. Hunt Group
D. Call Management System (CMS)
E. Agent Selection (EAS)
Answer: A,B,E
Explanation: Reference : Avaya Aura™ Call Center Feature Reference 6.0 Page 358
Programming Call Vectors in Avaya Aura™ Call Center 6.0 Page 205
QUESTION NO:20
Which two Vector Directory Number (VDN) parameters are associated with the active
VDN? (Choose two)
A. Class of Restriction (COR)
9
B. Tenant Number (TN)
C. Class of Services (COS)
D. Measured
E. VDN Skill
Answer: B,E
Explanation: Reference Programming Call Vectors in Avaya Aura™ Call Center 6.0 Page
30
QUESTION NO:15
A customer has 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.
Answer: C
7
QUESTION NO:11
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 feature can the customer use to track their defined call types?
A. Least Occupied Agent (LOA)
B. Call Work Codes (CWC)
C. Feature Access Codes (FAC)
D. Redistribution on No Answer (RONA)
Answer: B
Reference: Avaya Aura™ Call Center Feature Reference 6.0 page 51
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