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Q25. 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
Explanation:
Q26. Given the Information in the exhibit, which skill number will the next call be served by, and at which step will vector processing end?
A. skill 3; step 3
B. skill 2; step 5
C. skill 2; step 8
D. skill l; step 5
Answer: C
Explanation: the check skill command in step 8 attempts to queue the call according to the parameter indicated (if calls-queued < 2) to the skill group that corresponds to the 3rd VDN skil (skill 2)
Q27. The Vector Directory Number (VDN) of Origin Announcement (VOA) provides agents with a short message about a callers city of origin or requested service based on the VDN used to process the call.
Which three items should be verified if the agents are not receiving this message? (Choose three.)
A. the Agent form
B. the class of restriction (COR) form
C. the announcement form
D. the VDN form
E. the Feature-related System parameters
Answer: B,C,D
Q28. While configuring the Service Observing feature, which three forms should be configured and/or verified?
A. System Parameters
B. Class of Service
C. Feature-Related System Parameters
D. Class of restriction
E. Station
Answer: C,D,E
Reference:Administering Avaya Aura.Call Center Features6.0 page141
Q29. Clear Caller info field in the system-parameters-features form is being implemented for a call center that is in the medical industry.
Which three options can be set in the field to clear the caller's information from the agent's station lay? (Choose three.)
A. leave-ACW
B. next-Call
C. leave-AUX
D. on-call-release
E. forced-call
Answer: A,B,D
Explanation: ReferenceAvaya Aura.Call Center Feature Reference 6.0 page 56
Q30. A very large contact center needs to have several agents logged into as many as 20 skills simultaneously as a backup.
Which feature must be licensed to allow for this number of assignments?
A. Expert Agent Selection (EAS)
B. EAS Preference Handling Distribution (EAS PHD)
C. Service Level Maximizer (SLM)
D. Business Advocate (BA)
Answer: B
Explanation: Reference Avaya Aura.Call Center Feature Reference 6.0 page 28
Q31. Which two statements describe the benefits of the Business Advocate (BA) feature? (Choose two.)
A. It enablesrouting 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: ReferenceAvaya Aura.Call Center Feature Reference 6.0 page 78
Q32. A customer wants the ability to request unavailable agents for a specific skill, and have those agents be made available to take calls?
What calls center feature can provide this ability?
A. Multiple Call Handling (MCH)
B. Best Service Routing (BSR)
C. VuStats
D. Interruptible Aux Work
Answer: D
Explanation: Reference Communication Manager Overview page 23