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Q1. A customer wants to start "Service Observing" while off site.
Which two parameters must be configured to allow this? (Choose two.)
A. Service Observing Listen Only Access Code
B. COR - Restriction Override set to all
C. Service Observing (Remote/By FAC)
D. Telecommuter
Answer: A,C
Explanation: Reference Administering Avaya Aura.Communication Manager page 504
Q2. 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
Q3. Which two Vector Variable types are strictly global in scope? (Choose two.)
A. ani
B. value
C. collect
D. dow
E. Stepcnt
Answer: A,C
Explanation: Reference Programming Call Vectors in Avaya Aura.Call Center 6.0Page103
Q4. While configuring a vector using the best Service Routing feature, the installer was not able to use the consider location command.
Why did the installer encounter this feature?
A. The Best Service Routing feature was not enabled on the Feature-Related System Parameters form.
B. Look Ahead Interflow (LAI) was not enabled on the System-Parameters Customer Options form
C. Expert Agent Selection (EAS) was not enabled on the Feature-Related System Parameters form.
D. Preference Handling Distribution (FAS-PHD) was not enabled on the System-Parameters Customer-Options form.
Answer: B
Explanation: Reference Administering Avaya Aura.Call Center Features 6.0 page 55
Q5. When planning a call center implementation, what is the Agent Skills Worksheet used for?
A. to define the Feature Access Codes for the call center
B. to assign the call Distribution method to skills
C. to provide Skill Preferences for Vector Directory Numbers (VDNs)
D. to define the queue-to skill steps for vector processing
E. to identify the skill numbers and levels to be assigned to agents
Answer: E
Q6. Which three fields on the Vector Directory Number (VDN) from disappear upon setting Meet-me Conferencing to yes? (Choose three.)
A. Tenant Partitioning (TN) B) VDN Variables
B. VDN Override
C. Attendant Vectoring
D. VDN of Origin Announcement
Answer: B,C,D
Q7. You are tasked to run Basic Call Management Reports (BCMS) on your call center agents. You need to run a report to find out how many calls each agent took the previous day.
Which command is used to run this report?
A. monitor bcms agent 1234 day mm/dd
B. list bcms agent mm/dd
C. list bcms agent mm/dd
D. list bcms agent 1234 day mm/dd
Answer: D
Reference:07-300061 page 29
Q8. A customer uses multi site Best Service Routing (BSR) and IP trunks to handle callers in the most efficient manner. To conserve bandwidth they would like announcements to be sourced at the local, regardless of which site is deemed "best".
Which licensed feature must be activated to accomplish this?
A. BSR Usage Allocation Enhancements
B. ISDN/SIP Network Call Redirection
C. VDN Return Destination
D. BSR Local Treatment for IP and ISDN
Answer: D
Explanation: Reference Avaya Aura.Communication Manager Screen Reference page 1065