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3304 – Avaya Aura Call Center Elite Implementation and Maintenance

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Showing 7–9 of 10 questions

Question 7

A very large contact center needs to have several agents logged into as many as 20 skills simultaneously as a backup.

Which feature must be licensed to allow for this number of assignments?

Select an option, then click Submit answer.

  • ○

    Expert Agent Selection (EAS)

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    EAS Preference Handling Distribution (EAS PHD)

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    Service Level Maximizer (SLM)

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    Business Advocate (BA)


Question 8

A customer wants the ability to request unavailable agents for a specific skill, and have those agents be made available to take calls?

What calls center feature can provide this ability?

Select an option, then click Submit answer.

  • ○

    Multiple Call Handling (MCH)

  • ○

    Best Service Routing (BSR)

  • ○

    VuStats

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    Interruptible Aux Work


Question 9

Which set of Vector Directory Number (VDN)/Vector types are used for multi-site Best

Service Routing (BSR)?

Select an option, then click Submit answer.

  • ○

    Interflow, Outflow, and 1st Available

  • ○

    Primary, Status poll, and Outflow

  • ○

    Status poll, Interflow, and 1st available

  • ○

    Primary, Status poll, and Interflow