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Exam Avaya Aura Call Center Elite Implementation and Maintenance
Number 3304
File Name Avaya.3304.CertDumps.2018-02-05.69q.vcex
Size 1 MB
Posted Feb 05, 2018
Download Avaya.3304.CertDumps.2018-02-05.69q.vcex

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Demo Questions

Question 1

Which two statements describe the benefits of the Business Advocate (BA) feature? (Choose two.)


  1. It enables routing of calls to the agent that is most idle.
  2. It dynamically matches a customer to an optimal agent.
  3. It provides conditional routing of calls to agent queues.
  4. It allows for dynamic reporting of call center activities in custom methods.
  5. It uses advanced algorithms to efficiently route calls to agents.
Correct answer: BE
Explanation:
Reference Avaya Aura™ Call Center Feature Reference 6.0 page 78
Reference Avaya Aura™ Call Center Feature Reference 6.0 page 78



Question 2

What are three added features when you upgrade form Basic Avaya Call Center to Avaya Call Center Elite? (Choose three.)


  1. Service Level Maximize
  2. Advocate
  3. Hunt Group
  4. Call Management System (CMS)
  5. Agent Selection (EAS)
Correct answer: ABE
Explanation:
Reference : Avaya Aura™ Call Center Feature Reference 6.0 Page 358Programming Call Vectors in Avaya Aura™ Call Center 6.0 Page 205
Reference : Avaya Aura™ Call Center Feature Reference 6.0 Page 358
Programming Call Vectors in Avaya Aura™ Call Center 6.0 Page 205



Question 3

A supervisor wants to endure that a specified group of agents logout at a specified time during the work week. 
How can this be accomplished?


  1. with After Call Work (ACW) Agent Considered Idle
  2. with Forced Agent Logout Time
  3. with Interruptible Aux Notification Timer (sec)
  4. with Maximum Time Agent in ACW before logout (sec)
Correct answer: B
Explanation:
Reference: Administering Avaya Aura™ Call Center Features 6.0 page 11
Reference: Administering Avaya Aura™ Call Center Features 6.0 page 11



Question 4

A customer has Business Advocate (BA) features turned on. 
Which technique can be used to protect the predetermined level of service to a valued skill, II volumes or agent staffing levels change abruptly?


  1. queue priority levels
  2. reserve agents
  3. skill preference levels
  4. percent allocation
Correct answer: D



Question 5

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 custom-options to allow this?


  1. Call Work Codes
  2. Authorization Codes
  3. Reason Codes
  4. AUX State Codes
Correct answer: C
Explanation:
Reference : Avaya Aura™ Call Center 6.0 Overview Page 26
Reference : Avaya Aura™ Call Center 6.0 Overview Page 26



Question 6

Which three statements about circular hunt groups are true? (Choose three)


  1. The next call to the hunt group is offered to the next station in the members list in a round robin fashion, starting with the first administered station.
  2. The call distribution is dependent of how long stations have been idle.
  3. The call distribution is independent of how long stations have been idle.
  4. The next tall to the hunt group will be routed to the next agent (station) if the previous agent did not answer the last call.
  5. The next call to the hunt-group will be routed to the same agent (station) if that agent did not answer the last call.
Correct answer: ACD



Question 7

A supervisor would like to have their agents automatically log out at a specific time.  
Which administration form is used to configure this functionality?


  1. Hunt Group Form
  2. Agent LoginID Form
  3. Feature-Related System-Parameters Form
  4. Station Form
Correct answer: B
Explanation:
Reference: Administering Avaya Aura™ Call Center Features 6.0 Page 11
Reference: Administering Avaya Aura™ Call Center Features 6.0 Page 11



Question 8

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


  1. System Parameters
  2. Class of Service
  3. Feature-Related System Parameters
  4. Class of restriction
  5. Station
Correct answer: CDE
Explanation:
Reference: Administering Avaya Aura™ Call Center Features 6.0 page 141
Reference: Administering Avaya Aura™ Call Center Features 6.0 page 141



Question 9

Which three monitor commands are available with Basic Call Management System (BCMS)? (Choose three)


  1. Monitor bcms agent
  2. Monitor bcms skill
  3. Monitor bcms split
  4. Monitor bcms system
  5. Monitor bcms vector
Correct answer: BCD
Explanation:
Reference 07-300061 page 43
Reference 07-300061 page 43



Question 10

What provides built-in real and historical reporting capabilities for the call center, including reports for Splits/Skill, Agents, Vector Directory Numbers (VDNs) and trunk groups?


  1. VvStats
  2. Service level maximize (SLM)
  3. Basic Call management System (BCMS)
  4. Automated Number Identification (ANI)
Correct answer: C
Explanation:
Reference Avaya Aura™ Call Center 6.0 Overview page 19
Reference Avaya Aura™ Call Center 6.0 Overview page 19



Question 11

Which two statements describe the benefits of the Business Advocate (BA) feature? (Choose two.)


  1. It enables routing of calls to the agent that is most idle.
  2. It dynamically matches a customer to an optimal agent.
  3. It provides conditional routing of calls to agent queues.
  4. It allows for dynamic reporting of call center activities in custom methods.
  5. It uses advanced algorithms to efficiently route calls to agents.
Correct answer: BE
Explanation:
Reference Avaya Aura™ Call Center Feature Reference 6.0 page 78
Reference Avaya Aura™ Call Center Feature Reference 6.0 page 78



Question 12

What are three added features when you upgrade form Basic Avaya Call Center to Avaya Call Center Elite? (Choose three.)


  1. Service Level Maximize
  2. Advocate
  3. Hunt Group
  4. Call Management System (CMS)
  5. Agent Selection (EAS)
Correct answer: ABE
Explanation:
Reference : Avaya Aura™ Call Center Feature Reference 6.0 Page 358Programming Call Vectors in Avaya Aura™ Call Center 6.0 Page 205
Reference : Avaya Aura™ Call Center Feature Reference 6.0 Page 358
Programming Call Vectors in Avaya Aura™ Call Center 6.0 Page 205



Question 13

A supervisor wants to endure that a specified group of agents logout at a specified time during the work week. 
How can this be accomplished?


  1. with After Call Work (ACW) Agent Considered Idle
  2. with Forced Agent Logout Time
  3. with Interruptible Aux Notification Timer (sec)
  4. with Maximum Time Agent in ACW before logout (sec)
Correct answer: B
Explanation:
Reference: Administering Avaya Aura™ Call Center Features 6.0 page 11
Reference: Administering Avaya Aura™ Call Center Features 6.0 page 11



Question 14

A customer has Business Advocate (BA) features turned on. 
Which technique can be used to protect the predetermined level of service to a valued skill, II volumes or agent staffing levels change abruptly?


  1. queue priority levels
  2. reserve agents
  3. skill preference levels
  4. percent allocation
Correct answer: D



Question 15

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 custom-options to allow this?


  1. Call Work Codes
  2. Authorization Codes
  3. Reason Codes
  4. AUX State Codes
Correct answer: C
Explanation:
Reference : Avaya Aura™ Call Center 6.0 Overview Page 26
Reference : Avaya Aura™ Call Center 6.0 Overview Page 26



Question 16

Which three statements about circular hunt groups are true? (Choose three)


  1. The next call to the hunt group is offered to the next station in the members list in a round robin fashion, starting with the first administered station.
  2. The call distribution is dependent of how long stations have been idle.
  3. The call distribution is independent of how long stations have been idle.
  4. The next tall to the hunt group will be routed to the next agent (station) if the previous agent did not answer the last call.
  5. The next call to the hunt-group will be routed to the same agent (station) if that agent did not answer the last call.
Correct answer: ACD



Question 17

A supervisor would like to have their agents automatically log out at a specific time.  
Which administration form is used to configure this functionality?


  1. Hunt Group Form
  2. Agent LoginID Form
  3. Feature-Related System-Parameters Form
  4. Station Form
Correct answer: B
Explanation:
Reference: Administering Avaya Aura™ Call Center Features 6.0 Page 11
Reference: Administering Avaya Aura™ Call Center Features 6.0 Page 11



Question 18

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


  1. System Parameters
  2. Class of Service
  3. Feature-Related System Parameters
  4. Class of restriction
  5. Station
Correct answer: CDE
Explanation:
Reference: Administering Avaya Aura™ Call Center Features 6.0 page 141
Reference: Administering Avaya Aura™ Call Center Features 6.0 page 141



Question 19

Which three monitor commands are available with Basic Call Management System (BCMS)? (Choose three)


  1. Monitor bcms agent
  2. Monitor bcms skill
  3. Monitor bcms split
  4. Monitor bcms system
  5. Monitor bcms vector
Correct answer: BCD
Explanation:
Reference 07-300061 page 43
Reference 07-300061 page 43



Question 20

What provides built-in real and historical reporting capabilities for the call center, including reports for Splits/Skill, Agents, Vector Directory Numbers (VDNs) and trunk groups?


  1. VvStats
  2. Service level maximize (SLM)
  3. Basic Call management System (BCMS)
  4. Automated Number Identification (ANI)
Correct answer: C
Explanation:
Reference Avaya Aura™ Call Center 6.0 Overview page 19
Reference Avaya Aura™ Call Center 6.0 Overview page 19









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