Question 1

If an agent has the skills to handle one call:Call 1, with priority 3 that is queued for 10 minutes with skill level 5Call 2, with priority 3 that is queued for 15 minutes with skill level 10Call 3, with priority 5 that is queued for 15 minutes with skill level 15Call 4, with priority 1 that is queued for 15 minutes with skill level 15Under the skill level handling preference, which of the calls will the agent handle first?

Options :

A : Call 1

B : Call 2

C : Call 3

D : Call 4

Answer: D

Question 2

Which component provides audio support in Avaya Aura® Call Center Elite?

Options :

A : Communication Manager

B : Avaya Aura® Media Server

C : S8300 Server Blade

Answer: B

Question 3

In the call center, to prevent an agent from dialing “off-net” to particular numbers, which action should youtake?

Options :

A : Create a class of service (COS) for the dialing features.

B : Create a class of restriction (COR) for calling privileges.

C : Create a class of restriction (COR) for the feature access code.

D : Create a class of service (COS) for a collection of feature access codes.

Answer: B

Question 4

Which two statements describe why the agent’s state would be designated as ‘OTHER’ in a non-EAS

environment? (Choose two.)

Options :

A : The agents are on calls from another split.

B : The agents are on outgoing calls.

C :

The agents are dialing a number to place a call or activate a feature.

D : An ACD call is ringing at their telephone.

E :

The agents have pressed their aux work button.

Answer: C,D

Question 5

7392-X-page23-image1 Refer to the exhibit.You configured vectors in your New York and Denver locations to use Look Ahead Interflow. You want yourNew York location to interflow to your Denver location if the Denver split has less than 10 calls in queue. Aftersetting vectors in the exhibit you find that calls are interflowing to Denver.What would cause calls to interflow to Denver?

Options :

A : Step 8 in Denver should be a busy command.

B : The route-to number command in step 6 in New York is allowing calls to Interflow to Denver.

C : The wait-time command in step 1 in Denver is considered a call acceptance command and calls to Interflow.

D : The wait-time command in step 3 in Denver is considered a call acceptance command and allowingcalls to Interflow.

Answer: B

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