7392X Online Practice Questions and Answers

Which type of virtual routing allows calls among call centers to achieve improved Automatic Call Distribution (ACD) load-balance by comparing sites?

A. Adjunct Routing

B. Network Call Redirection

C. Network Call Transfer

D. Look-Ahead Interflow

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.

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

Which two vector variable types are strictly global in scope? (Choose two.)

A. value

B. ani

C. collect

D. dow

E. stepcnt

Which component handles the features of Avaya Aura?Call Center Elite?

A. Presence Services

B. Media Server

C. Session Manager

D. Communication Manager

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. Dial Access Plans

B. Feature Access Codes (FACs)

C. Skill Assignment

D. Business Advocate (BA)

An Elite Call Center agent is assigned the following Skills:

Skill Hunt Group 1 with Skill Level 5 Skill Hunt Group 2 with Skill Level 10 Skill Hunt Group 3 with Skill Level 15 Skill Hunt Group 4 with Skill Level 15

And the Call Handling Preference is configured as Greatest Need.

Skill 1 Call with priority h that has queued for 10 minutes Skill 2 Call with priority h that has queued for 15 minutes Skill 3 Call with priority m that has queued for 15 minutes Skill 4 Call with priority t that has queued for 15 minutes

Which of the calls will the agent handle first under the greatest need handling preference?

A. Skill 4 Call

B. Skill 2 Call

C. Skill 1 Call

D. Skill 3 Call

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 or remove a skill.

Which statement is true about the configuration of this feature?

A. The supervisor's class of restriction (COR) must have the field "Can Force a Work State Change" set to

y.

B. The supervisors class of services (COS) must have the field "Add/Remove Agent Skills" set to y.

C. The agent's COS 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 supervisors COR must have the field "Add/Remove Agent Skills" set to y.

Which three Vector Directory Number (VDN) parameters are associated with the active VDN? (Choose three.)

A. VDN Skill

B. Class of Services (COS)

C. Tenant Number (TN)

D. Best Services Routing (BSR) Application

E. Measured

What is an abbreviated dialing list that is defined for the entire organization?

A. Entire

B. Personal

C. System

D. Group