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7492X – Avaya Aura Call Center Elite Support Exam

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Showing 7–9 of 10 questions

Question 7

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?

Select an option, then click Submit answer.

  • ○

    Agent 1
  • ○

    Agent 2
  • ○

    Agent 3
  • ○

    Agent 4
Question 8

A customer reports that they received the message ‘Tserver Link Up’.

What should you advise them to do?

Select an option, then click Submit answer.

  • ○

    Connect the Tserver to establish the link between the Tserver and the Communication Manager
  • ○

    Check that the Tserver details are correct and AES Server is running
  • ○

    Check the License Director configuration and ensure that the service is running
  • ○

    Nothing. This is just a message indicating the specified link is established
Question 9

A customer has provided one specific customer toll free number. The customer should have some (but not total) advantage over the typical call to the same skill as other callers.

Which Business Advocate (BA) feature is used to adjust the service level for the customer to this particular skill?

Select an option, then click Submit answer.

  • ○

    Reserve Agents
  • ○

    Weighted Advance Time
  • ○

    Dynamic Queue Position
  • ○

    Greatest Need