7392X Online Practice Questions and Answers

A customer is waiting in queue, listening to music, and waiting for the call to be routed to an agent.

Which mechanism controls what happens while the customer is waiting in the queue?

A. Agent Stations

B. Vectors

C. Skills

D. Hunt Groups

A call center operations manager wants agents to manually enter a code to identify the reason for being in auxiliary (AUX) work status.

Which feature must be activated on the system-parameters customer-options to allow this?

A. AUX State Codes

B. Authorization Codes

C. Call Work Codes

D. Reason Codes

While configuring the Service Observing feature, which three forms should be configured and/or verified? (Choose three.)

A. System Parameters Customer-Options

B. Class of Restriction

C. VuStats Display

D. Feature-Related System Parameters

E. Class of Service

A customer wants to avoid an abandoned call if an agent leaves their position, and an incoming Automatic Call Distribution (ACD) call rings at the agent's telephone.

Which call center feature provides this capability?

A. Redirection on No Answer (RONA)

B. Forced Agent Logout form the After Call Work (ACW) mode

C. Adjunct Routing

D. Variable in Vectors

Which three statements about configuring a Call Center with the Elite offer are true? (Choose three.)

A. Service Level Maximizer (SLM) can be used as an agent-based call distribution type.

B. Service Level Maximizer (SLM) can be used as a skills-based call distribution type.

C. Call Management System (CMS) or IQ must be used as the reporting tool.

D. It is possible to use Vector Directory Number (VDN) skill preferences.

E. It includes Expert Agent Selection (EAS) and Business Advocate (BA).

You need to troubleshoot Best Service Routing (BSR) vectors for multi-site routing to verify that they are operating as intended.

Which command would you use to do this?

A. list trace stations

B. list trace vector

C. list trace trunk

D. list trace trac

A customer wants to routinely monitor their vectors for unexpected results. How should they monitor their results?

A. Use the display events command in the Communication Manager.

B. Use the list history command in the Communication Manager.

C. Use the System Maintenance > Reports > Error Log Report in the Call Management System.

D. Use the Exceptions > Reports > Vector Exceptions in the Call Management System.

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

A. System Manager

B. Communication Manager

C. Avaya Aura?Media Server

D. S8300 Server Blade

What is the recommended audio format to be played by the Avaya Aura?Media Server?

A. 16bit, 8kHz, Single channel, PCM files

B. 64bit, 8kHz, Multiple channel, PCM files

C. 16bit, 8kHz, Multiple channel, PCM files

D. 64bit, 8kHz, Single channel, PCM files

A customer wants the ability to track the call types for Automatic Call Distribution (ACD) calls answered by agents. These call types will be defined by the customer.

Which call center feature can the customer use to track their defined call types?

A. Multiple Call Handling (MCH)

B. Redirection on No Answer (RONA)

C. Feature Access Codes (FAC)

D. Call Work Codes (CWC)

E. Least Occupied Agent (LOA)