Avaya Aura Call Center Elite and Call Center Elite Multichannel Support - 7491X FREE EXAM DUMPS QUESTIONS & ANSWERS]

Question 1

A call center has four agents:
Agent 1 has experience with Sales and French.
Agent 2 has experience with Sales and English.
Agent 3 has experience with Support and English.
Agent 4 has experience with Sales and is bilingual in English and French The first call comes in requiring sales assistance in English and a second call comes looking for Sales in French.
Which agent is still available for calls when the call center is using Best Service Routing and the next call requires French?

A. Agent 1 B. Agent 3 C. Agent 4 D. Agent 2

Discussion 0

Correct Answer: C Vote an answer

Question 2

Refer to the exhibit.

Based on the agent idle time and call flow in the exhibit, to which location will the call be queued?

A. Location 2 B. Skill 77 C. Location 4 D. Location 1

Discussion 0

Correct Answer: D Vote an answer

Question 3

A call center is set up to use Look Ahead Interflow (LAI) to distribute calls to multiple centers. To reduce costs, you implement Network Call Redirection (NCR).
Which command in the vector would invoke NCR when using LAI?

A. route-to number 9112920414 with cov y if unconditionally B. route-to number *r112920414 with cov n if unconditionally C. route-to number r112920414 with cov n if unconditionally D. route-to number 112920414 with cov n if unconditionally

Discussion 0

Correct Answer: C Vote an answer

Question 4

A company using Avaya Aura Call Center Elite is experiencing problems configuring vectors. The vector is not routing calls to a particular queue. Vectors are routing calls to other configured queues correctly.
As a part of a good Global Support Services (GSS) methodology, what should the company do next?

A. Reduce or eliminate the business impact of the vector by testing the vectors B. Identify components where the queue is configured, including the switch, the communication manager, and the programming of the vector, and formulate a hypothesis for testing C. Determine the frequency and severity of the issue where the vector does not route calls properly D. Take corrective action for the vector configuration, by reviewing the current situation and modifying it until the vector queues calls properly

Discussion 0

Correct Answer: B Vote an answer

Question 5

Before you call Global Support Services (GSS), you must have a good understanding of the problem.
Which three questions should you be able to answer before you call GSS? (Choose three.)

A. Do you have a record of all login IDs and passwords for the server? B. What are the affected components? C. Are there configuration changes to the system? D. Is the problem recorded in the knowledge base? E. Does the server use supported operating system?

Discussion 0

Correct Answer: B,C,D Vote an answer

Question 6

A customer has a problem with the Call Center Elite Multichannel Media Store. They cannot connect to a database and access the media store.
What would be helpful to narrow the fault domain?

A. The customer should ensure that the software is installed B. The customer should ensure that the services are running C. The customer should ensure that the core services are running and that the software is installed D. The customer should ensure that the database software is installed

Discussion 0

Correct Answer: C Vote an answer

Question 7

A customer is using Windows Server 2008 to run their Call Center Elite Multichannel server software.
Which requirement do they need to configure to install the server software?

A. IIS only B. Windows Firewall Service, Microsoft .NET Framework 4.5.1, and IIS C. Microsoft .NET Framework 3.5, Microsoft .NET Framework 4.5.1, and IIS D. Microsoft .NET Framework 3.5 and Microsoft .NET Framework 4.5.1

Discussion 0

Correct Answer: D Vote an answer