7492X Avaya Aura Call Center Elite Support Exam - Practice Questions

Question 4

What are the three considerationrequirements for the deployment of Network Call Deflection? (Choose

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The second leg of the call is set up by the redirecting Communication Manager.
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Network Call Deflectionisonly available In Europeand must be compliant with ETSI Supplementary Service Network Call Deflection.
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Announcement, collect digits, converse-on, wait for hearing music, wait for the hearingannouncement, ringback, or silencecannot be used for NCD.
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NCD by the PSTN can occur only if the incoming call to the Avaya AuraCommunication Manager is not answered.
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A route-to number r 13035485103 must be used in vector stepprocessingand Net Redir=yin theBSR Application plan.

Question 5

Which three statements are true about virtual routing? (Choose three.)

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CTI is a required component for multi-site configuration
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Virtual routing allows the call centers to be transparent, and act as a virtual call center that is transparent to the user
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Virtual routing involves only contacts that are non-voice related such as email and chat
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Virtual routing can be implemented in single-site or multi-site configuration
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Virtual routing determines where to route the call according to the criteria: Look-ahead interflow or Advanced look-ahead interflow

Question 6

Refer to the exhibit.

Prnmsry Incconing VDN/Vector

VECTOR DIRECTORS NUMBER

7201

Name’: ABC Rentals Vector Number

1 9 98

Meet-me

Allow VDN Override? Y

COR: l

Measured: intorual

Acceptable Rervice Level (sec): 20

Service Objective (sec): 20

VDN Origin Annc.

1• 9kill*: 10

CALL VECTOR

Number: 1998 Name: ABC Rental

01 wait-time secs hearing music

02 step B

if ani

in ’table 1 (a match is

03 skill 1” pri 1

04 announcement 8613

05 wait-time 90 secs hearing music

06

07 stop

step

if unconditionally

08 number 7202

09

with cov n if unconditionally

A call center administrator has devised a way to provide special treatment for high profile customers, by filtering these agent’s Automatic Number Identification (ANI) using a vector routing table, and interflowing these calls to be queued at a higher priority. Unfortunately, after the new VDN/vector steps were implemented, those customers are queuing to the incorrect group of agents.

What would be the reason for this?

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VDN Override on VDN 7202 is set to no
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VDN Override on VDN 7201 is set to yes
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The caller has blocked his calling party number, a match cannot be found, and call processing for this call will cease
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No agents are staffed in skill 1

7492X – Avaya Aura Call Center Elite Support Exam