7391X.avaya. Number: 7391X Passing Score: 800 Time Limit: 120 min.

Transcription

1 7391X.avaya Number: 7391X Passing Score: 800 Time Limit: 120 min

2 Exam A QUESTION 1 A customer is planning to use the Application Enablement Server (AES) so they receive an enhanced set of application programming interfaces that improves the functionality of the Avaya Communication services. Which statement describes additional benefits the customer would receive by using AES? A. It is an optional component of Elite Multichannel B. It consolidates multiple CTI servers onto a single platform C. It communicates directly with the Multichannel Desktop D. It allows the XML server to manage the databases Correct Answer: B /Reference: QUESTION 2 A customer has Elite Call Center package and wants Basic Call Management System (BCMS) for reports. Which statement is true about scenario? A. BCMS is only offered for customers with a Basic Call Center package B. BCMS generates Split Reports and not Skills Reports C. BCMS has all the functions Call Management System (CMS) supports but with less capacity D. BCMS does not support all Call Center Elite features /Reference:

3 QUESTION 3 Which type of virtual routing allows calls among call centers to achieve improved Automatic Call Distribution (ACD) load balance by comparing sites? A. Adjunct Routing B. Network Call Transfer C. Look-Ahead Interflow D. Network Call Redirection Correct Answer: C /Reference: Reference (page 28) QUESTION 4 A call center has eight agents. All of the agents are fluent in English, but four can also speak French. To enable French speaking callers to talk to the appropriate agents, which Call Center Elite feature allows you to maximize the staffing resources? A. Expert Agent Distribution B. Call Redirection C. Communication Manager D. Multicast Routing Correct Answer: C /Reference: Reference: (page 205) QUESTION 5 A customer with Avaya Aura Call Center Elite and Call Center Elite Multichannel wants to integrate the Elite Multichannel Desktop with the Contact Database. What information will the customer need? A. access to the telephone using the voice plug-in B. access to the telephone using the telephony plug-in

4 C. access to the details including past messages using the plug-in D. access to the customer information using the directory plug-in /Reference: QUESTION 6 The Media Director communicates with multiple components in its role as the queuing engine of the Call Center Elite Multichannel suite. To receive multimedia work items, with which server does it communicate? A. Avaya Aura Call Center Elite Multichannel Control Panel B. XML Server C. Media Store D. Avaya Aura Call Center Elite Multichannel Desktop /Reference: Reference: QUESTION 7 Which scope is defined by the time of day variable? A. Global Scope Variable B. Local Scope Variable C. Persistent Scope Variable D. Collect Scope Variable /Reference:

5 QUESTION 8 Which statement about real-time reports is true? A. Telephony-based reports include Agent, Device, and Vector B. Queue reports can include information about voice and multimedia contacts C. Agent reports can include information about voice and multimedia contacts D. Queue reports can include information about telephony contacts only Correct Answer: C /Reference: QUESTION 9 A customer with Avaya Aura Call Center Elite Multichannel is ready to install and configure Elite Multichannel Reporting. Which step must be performed first? A. Configure Microsoft SQL reporting services B. Configure Media Director for reporting services C. Deploy Application Management services D. Create the ASContact database Correct Answer: A /Reference:

6 QUESTION 10 A customer with Avaya Aura Call Center Elite Multichannel manages the tasks associated with scheduled reports through the reporting application. What is an alternative location for managing scheduled tasks? A. Elite Multichannel Control Panel B. Application Management Services C. Elite Multichannel Desktop D. Configuration Manager Correct Answer: A /Reference: QUESTION 11 A customer with Avaya Aura Call Center Elite Multichannel would like to see the captured information for a scheduled job, to see whether or not it was successfully executed, and the time the success or failure occurred. Which component is responsible for tracking this information? A. Media Director B. Task Director C. License Director D. Application Management Director Correct Answer: B /Reference: QUESTION 12 Which database does the Elite Multichannel Reporting application use to store tasks? A. The ASMedia Store database B. The ASMSDataX database C. The ASMSControl database

7 D. The ASContact database Correct Answer: A /Reference: QUESTION 13 A customer wants to change the properties of an application. Which server would the customer use to communicate with the Central repository for all the applications? A. the Media Server B. the Configuration Server C. the Call Routing Server D. the XML Server /Reference: QUESTION 14 The configuration server manager adds agents and supervisors to the Avaya Aura Call Center Elite Multichannel Database. In which database are these details stored? A. ASContact database B. ASMS Control database C. ASMSDataX database D. ACS database

8 Correct Answer: B /Reference: QUESTION 15 A Configuration Client accepts command line parameters that dictate where it retrieves information for the desktop applications. What are three possible information sources? (Choose three.) A. the system registry B. the Elite Multichannel reporting application C. the local configuration file D. the AES Client E. the Configuration Server Correct Answer: ACE /Reference: Reference: sa=t&rct=j&q=&esrc=s&source=web&cd=3&cad=rja&uact=8&ved=0ahukewjdvnr9zfbzahxf6aqkhvj0blkqfghdmai&url=https%3a%2f%2fsupport.avaya.com %2Fcss%2FP8%2Fdocuments%2F &usg=AOvVaw3XkK4bT5oSK0Lej7zu4KgN QUESTION 16 What is required for a customer to create an ASMSControl database? A. access to the Control Panel; a login for the SQL server where the new database will reside B. access to the XML Server; a login to the SQL server where the new database will reside C. access to Application Management Director; a login to the Development Server where the new database will reside D. access to Elite Multichannel Desktop with a supervisor plug-in; a login to the Development Server where the new database will reside

9 /Reference: QUESTION 17 A customer with Avaya Aura Call Center Elite Multichannel wants the users that share a common department to share profile characteristics. Each user sits at the same desk every day. What would be an efficient way of accomplishing this requirement? A. Build a single department configuration, assign user to it, and modify the profile for each user B. Build an application template for each department, then assign users to the template based on the department the user is in C. Build an application template for each user, and assign the user to that template D. Build a new configuration that associates every computer to the profile, and then assign all the users to it Correct Answer: C /Reference: QUESTION 18 Where is the Web Chat Gateway installed? A. in the Database Server where the Simple Messaging Media Store is installed B. on the Elite Multichannel Server where the Simple Messaging Media Store is installed C. in the Communication Manager Server where the Simple Messaging Media Store is installed D. in the Interaction Data Service Server where the Simple Messaging Media Store is installed Correct Answer: B /Reference: Reference: QUESTION 19 A call center agent in the Avaya Aura Call Center Elite Multichannel system receives a web chat notification. Which XML application manages the virtual call required for the delivery of the web chat multimedia work item to the agent?

10 A. Media Director B. Elite Multichannel Desktop C. Call Routing Server D. Voice Media Store Correct Answer: B /Reference: QUESTION 20 A customer with Avaya Aura Call Center Elite Multichannel wants to identify and act on abandoned calls with a callback request. Which Elite Multichannel component would generate the work item object required to support this request? A. the AES B. the XML server C. the Voice Media Store D. the Media Director Correct Answer: A /Reference: QUESTION 21 The Avaya Aura Call Center Elite Multichannel client is looking to use Preview Contacts in their call center. Which two features of preview contacts could they use to ensure that the preview contacts are handled consistently in the call center? (Choose two.) A. Preview contacts can be scheduled daily, weekly or for holidays

11 B. Each contact can be assigned a preferred agent C. The agent can select from a list of available addresses to initiate contact with a customer D. Each contact is assigned the same priority E. Calls are only made by agents so they have control over the call Correct Answer: BC /Reference: QUESTION 22 An contact is queued up with a medium priority for an agent. Where is the priority for the contact set? A. in the Media Director B. in the Media Store C. in the Communication Manager D. in the Application Manager Director /Reference: Reference: QUESTION 23 A customer with Avaya Aura Call Center Elite Multichannel wants to enable the routing of customer messages based on keywords found in the s subject, body, or both. How is this routing of customer s achieved? A. by creating canned messages B. by creating rules C. by creating work items D. by creating plug-ins Correct Answer: B

12 /Reference: Reference: (p.2) QUESTION 24 The Voice Work Item is based on which system parameter feature of the Communication Manager? A. Expert Agent Selection (EAS) B. Hunt Groups C. Vector DN D. Universal Call ID (UCID) /Reference: QUESTION 25 When a customer upgrades from Basic Avaya Call Center to Avaya Aura Call Center Elite, which three features are added? (Choose three.) A. Service Level Maximizer B. Business Advocate C. Hunt Group D. Call Management System (CMS) E. Expert Agent Selection (EAS) Correct Answer: ABE /Reference: QUESTION 26 Which two statements about Automatic Call Distribution (ACD) with Expert Agent Selection (EAS) disabled are true? (Choose two.)

13 A. After an ACD-call, an agent will automatically change its state to AUX B. Agents could be logged in to 20 splits maximum C. Agents should log in manually to each split D. Splits could be measured by Basic Call Management System (BCMS) Correct Answer: BD /Reference: QUESTION 27 A customer is currently using the Communication Manager Automatic Call Distribution (ACD) feature, and will be enabling the Expert Agent Selection (EAS) feature. With EAS enabled, which software mechanism is used for queuing? A. Agent Stations B. Vectors C. Skills D. Agent IDs Correct Answer: A /Reference: QUESTION 28 Which two statements correctly describe the benefits of using Expert Agent Selection (EAS)? (Choose two.) A. It provides options for selecting among available agents with the same skill B. It provides basic reporting on Vectors, Agents, and Trunk Groups C. It improves agent performance as supervisors have the option to have agents handle calls based on either skill-level or greatest need D. It facilitates routing of incoming calls to a Voice Response Unit to facilitate self-service E. It enables recorded announcements to be played to incoming calls

14 Correct Answer: AC /Reference: QUESTION 29 A customer would like to integrate web chat into their call center. What needs to be configured in the Communication Manager to enable the Web Chat feature? A. Office hours, Hunt groups and Skillsets B. Agent IDs, and Vectors for routing C. Hunt groups, VDNs, and Vectors for routing D. Hunt groups, VDNs, Agent IDs, and Text messages /Reference: QUESTION 30 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. Reason Codes C. Authorization Codes D. Call Work Codes Correct Answer: B

15 /Reference: Reference: QUESTION 31 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. It includes Expert Agent Selection (EAS) and may include Business Advocate (BA) 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. Service Level Maximizer (SLM) can be used as a skills-based call distribution type Correct Answer: BDE /Reference: QUESTION 32 Which two parameters must be configured to allow Service Observing while off site? (Choose two.) A. Service Observing Listen Only Access Code B. COR Restriction Override set to all C. Telecommuter D. Service Observing (Remote/By FAC) Correct Answer: AD /Reference: QUESTION 33 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

16 telephone. Which call center feature provides this capability? A. Redirection on No Answer (RONA) B. Forced Agent Logout from the After Call Work (ACW) mode C. Adjunct Routing D. Variable in Vectors Correct Answer: A /Reference: QUESTION 34 Which form displays the total number of Automatic Call Distribution (ACD) agents that can be logged in simultaneously? A. System-Parameters Security B. System-Parameters Customer-Options C. Feature-Related System Parameters D. Special System Parameters Correct Answer: C /Reference: QUESTION 35 Which component provides audio support in Avaya Aura Call Center Elite? A. System Manager B. Avaya Aura Media Server C. S8300 Server Blade D. Communication Manager Correct Answer: B

17 /Reference: QUESTION 36 The IP services that form on Communication Manager are configured to integrate with which components? A. Multichannel Agent Desktop with plugins B. XML Server and the multimedia database C. Avaya Aura Media Server with media files D. Application Enablement Service with CTI /Reference: Reference: QUESTION 37 Which three items are components of Configuration Manager (Choose three.) A. desktops B. sessions C. gateways D. endpoints E. trunks Correct Answer: ABC

18 /Reference: QUESTION 38 Which statement about the Avaya Aura Call Center Elite is correct? A. The components are virtualized and are all available in modular components B. The components must run on the same dedicated hardware server C. The components are virtualized and some components can be leveraged using mobile devices D. The only components that are deployed virtually are System Manager and Communication Manager Correct Answer: B /Reference: