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 5

Call 2, with priority 3 that is queued for 15 minutes with skill level 10

Call 3, with priority 5 that is queued for 15 minutes with skill level 15

Call 4, with priority 1 that is queued for 15 minutes with skill level 15

Under 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 two statements describe the benefits of using Expert Agent Selection (EAS)? (Choose two.)

Options :

A : It enables recorded announcements to be played to incoming calls.

B : It provides options for selecting among available agents with the same skill.

C : It facilitates routing of incoming calls to a Voice Response Unit to facilitate self-service.

D : It provides basic reporting on Vectors, Agents, and Trunk Groups.

E : It improves agent performance because supervisors can have agents handle calls based on either skilllevel or greatest need.

Answer: A,B

Question 3

Which form displays the total number of Automatic Call Distribution (ACD) agents that can be logged in

simultaneously?

Options :

A : System-Parameters Security

B :

Special System Parameters

C : System-Parameters Customer-Options

D : Feature-Related System Parameters

Answer: C

Question 4

Which vector object can replace the Time of Day (TOD) global Vector Variable?

Options :

A :

Vector Routing Table

B : Business Schedule Table

C :

Service Hours Table

D :

Policy Routing Table

Answer: C

Question 5

When a customer upgrades from Basic Avaya Call Center to Avaya Aura® Call Center Elite, which three

features are added? (Choosethree.)

Options :

A : Service Level Maximizer

B : Business Advocate

C : Hunt Group

D : Call Management System (CMS)

E : Expert Agent Selection (EAS)

Answer: A,B

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