73920T 試験問題と解答 - 模擬練習 - 練習問題・模擬試験

Question No : 1
Refer to the exhibit.

You configured vectors in your New York and Denver locations to use Look Ahead Interflow. You want your New York location to interflow to your Denver location if the Denver split has less than 10 calls in queue. After setting vectors in the exhibit you find that calls are interflowing to Denver.
What would cause calls to interflow to Denver?

A.Step 8 in Denver should be a busy command.
B.The route-to number command in step 6 in New York is allowing calls to Interflow to Denver.
C.The wait-time command in step 1 in Denver is considered a call acceptance command and calls to Interflow.
D.The wait-time command in step 3 in Denver is considered a call acceptance command and allowing calls to Interflow.

正解:

Question No : 2
When a customer upgrades from Basic Avaya Call Center to Avaya Aura® Call Center Elite, which three features are added? (Choose three.)

A.Service Level Maximizer
B.Business Advocate
C.Hunt Group
D.Call Management System (CMS)
E.Expert Agent Selection (EAS)

正解:

Question No : 3
Which form displays the total number of Automatic Call Distribution (ACD) agents that can be logged in simultaneously?

A.System-Parameters Security
B.Special System Parameters
C.System-Parameters Customer-Options
D.Feature-Related System Parameters

正解:

Question No : 4
Which three statements about configuring a Call Center with the Elite offer are true? (Choose three.)

A.Service Level Maximizer (SLM) can be used as an agent-based call distribution type.
B.Service Level Maximizer (SLM) can be used as a skills-based call distribution type.
C.Call Management System (CMS) or IQ must be used as the reporting tool.
D.It is possible to use Vector Directory Number (VDN) skill preferences.
E.It includes Expert Agent Selection (EAS) and Business Advocate (BA).

正解:

Question No : 5
A customer wants to avoid an abandoned call if an agent leaves their position, and an incoming Automatic Call Distribution (ACD) call rings at the agent’s telephone.
Which call center feature provides this capability?

A.Redirection on No Answer (RONA)
B.Forced Agent Logout form the After Call Work (ACW) mode
C.Adjunct Routing
D.Variable in Vectors

正解:

Question No : 6
Which two statements about Automatic Call Distribution (ACD) with Expert Agent Selection (EAS) disabled are true? (Choose two.)

A.After an ACD-call, an agent will automatically change its state to AU
B.Splits can be measured by Basic Call Management System (BCMS).
C.Agents can be logged in to 20 splits maximum.
D.Agents should log in manually to each split.

正解:

Question No : 7
While configuring the Service Observing feature, which three forms should be configured and/or verified? (Choose three.)

A.System Parameters Customer-Options
B.Class of Restriction
C.VuStats Display
D.Feature-Related System Parameters
E.Class of Service

正解:

Question No : 8
A call center operations manager wants agents to manually enter a code to identify the reason for being in auxiliary (AUX) work status.
Which feature must be activated on the system-parameters customer-options to allow this?

A.AUX State Codes
B.Authorization Codes
C.Call Work Codes
D.Reason Codes

正解:

Question No : 9
A customer is waiting in queue, listening to music, and waiting for the call to be routed to an agent.
Which mechanism controls what happens while the customer is waiting in the queue?

A.Agent Stations
B.Vectors
C.Skills
D.Hunt Groups

正解:

Question No : 10
Which statement about concurrent agent user licenses is true?

A.Number of agents that can be registered in more than one Communication Manager simultaneously.
B.Number of agents that can be added to the system.
C.Only the specified number of licensed units can gain access to more than one skill at a time.
D.Only the specified number of licensed units can gain access to and register the agent with Communication Manager at any given time.

正解:

Question No : 11
How can an installer identify if a customer has the Avaya Aura® Call Center Elite package?

A.Check the System-Parameters Customer-Options Form and search for the Vectoring (3.0 Enhanced) field.
B.Check the System-Parameters Customer-Options Form and search for the EAS field.
C.Check the Feature-Related System Parameters and search for the Call Center Elite field.
D.Check the System-Parameters Customer-Options Form and search for the Call Center Elite field.

正解:

Question No : 12
A customer is currently using the Communication Manager Automatic Call Distribution (ACD) feature, and will be enabling the Expert Agent Selection (EAS) feature.
With EAS enabled, which software mechanism is used for queuing?

A.Agent IDs
B.VDNs
C.Agent Stations
D.Skills

正解:

Question No : 13
Which two statements describe the benefits of using Expert Agent Selection (EAS)? (Choose two.)

A.It enables recorded announcements to be played to incoming calls.
B.It provides options for selecting among available agents with the same skill.
C.It facilitates routing of incoming calls to a Voice Response Unit to facilitate self-service.
D.It provides basic reporting on Vectors, Agents, and Trunk Groups.
E.It improves agent performance because supervisors can have agents handle calls based on either skill-level or greatest need.

正解:

Question No : 14
Which two parameters must be configured to allow Service Observing while off site? (Choose two.)

A.Service Observing Listen Only Access Code
B.COR C Restriction Override set to all
C.Telecommuter
D.Service Observing (Remote/By FAC)

正解:

Question No : 15
Which scope is defined by the time-of-day (TOD) variable?

A.Collect Scope Variable
B.Global Scope Variable
C.Local Scope Variable
D.Persistent Scope Variable

正解:

Avaya 73920T 問題練習