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Q17. A customer informs you that they are unable to service observe a new agent.
Which three items would you check to verify the ability to service observe? (Choose three.)
A. Agent logged in
B. COS administration
C. Data Restriction
D. COR administration
E. Hunt Group administration
Answer: A,C,D
Q18. A supervisor wants to endure that a specified group of agents logout at a specified time during the work week.
How can this be accomplished?
A. with After Call Work (ACW) Agent Considered Idle
B. with Forced Agent Logout Time
C. with Interruptible Aux Notification Timer (sec)
D. with Maximum Time Agent in ACW before logout (sec)
Answer: B
Reference:Administering Avaya Aura.Call Center Features 6.0 page 11
Q19. In an Expert Agent Selection (EAS) Call Center, the customer wants queued calls to be answered by the agent that has been available the longest. Skill level is not an important factor when routing the queued calls to an agent.
Which type of call distribution method should the hunt group be configured to achieve this?
A. Direct Department Calling (DDC)
B. Uniform Call Distribution Most Idle Agent (UCD-MIA)
C. Uniform Call Distribution-Least Occupied Agent (UCD-LOA)
D. Dynamic Agent Selection (DAS)
E. Expert Agent Distribution-Most Idle Agent (EAD-MIA)
Answer: B
Reference: AdministeringAvaya Aura.Call Center Features 6.0 page 224
Q20. Agents/Supervisors want to have the ability to login/logout of splits/skills, change their work mode, and perform service observing.
What is used to facilitate this ability?
A. Business Advocate (ISA)
B. Skill Assignment
C. Feature Access Codes (FACs)
D. Dial Access Plan
Answer: C
Q21. You are preparing the implementation call flow documents for a customer in the balancing industry. One of the customer’s requirements is to have a forced two minute After Call Work (ACW) for calls regarding credit fraud. All other calls need to have a 15 second ACW.
How can this be accomplished?
A. Since ACW is only available on the hunt group form, agents would need to be assigned a dedicated skill with a two minute ACW for the credit card fraud calls.
B. Since ACW is only available on the hunt group form, the agent should press the ACW button to extend Mi. if ACW from IS seconds to two minutes.
C. ACW can be assigned to both the Skill and Vector Directory Number (VDN), but the Skill timed ACW takes precedence over the VDN ACW.
D. ACW can be assigned to both the Skill and VDN, and the VDN timed ACW takes precedence over
Answer: A
Q22. A supervisor with console permission can enter an agent's login ID, and add or remove- an agent’s skill via feature access code (FAC). Agents can also dial FAC to add 01 remove a skill.
Which statement is true about the configuration of this feature?
A. The supervisors class of restriction (COR) must have the field "Can Force a Work State Change”
B. The supervisors class of services (COS) must have the field "Add/Remove Agent Skills" set to
Y.
C. The supervisors COR must have the field "Add/Remove Agent Skills" set to y.
D. The supervisors COS must have the field "Can Force a Work State Change" set to y.
E. The agent's COS must have the field "Add/remove Agent skills'' set to y.
Answer: C
Q23. Refer to the Exhibit.
Given the information in the exhibit, what happens to a call if someone calls this vector on January 1 at 10:00?
A. The call will queue to skill 1
B. The call will be disconnected
C. The call will be routed to 2048
D. The call will be routed to 2049
Answer: A
Q24. Which three statements are true about configuring a Call Center with the Elite offer? (Choose three)
A. It is possible to use Vector Directory Number (VDN) skill preferences.
B. Call Management System (CMS) or IQ must be used as the reporting tool.
C. It includes Export Agent Selection (EAS) and Business Advocate (BA).
D. Service Level Maximize (SLM) can be used as a skills-based call distribution type.
E. SLM can be used as an agent-based call distribution type.
Answer: C,D
Explanation: