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Avaya 3304 Avaya Call Center Elite Implementation and Maintenance Exam
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Question 1 Which two statements describe the benefts of the Business Advocate (BA) feature? (Choose two.) A. It enables routnn of calls to the anent that is most idle. B. It dynamically matches a customer to an optmal anent. C. It provides conditonal routnn of calls to anent queues. D. It allows for dynamic reportnn of call center actvites in custom methods. E. It uses advanced alnorithms to efciently route calls to anents.
Aoswern B,E Explanatonn Referencen Avaya Aura™Call Center Feature Reference 6.0 pane 78
Question 2 What are three added features when you upnrade form Basic Avaya Call Center to Avaya Call Center Elite? (Choose three.) A. Service Level Maximize B. Advocate C. Hunt Group D. Call Mananement System (CMS) E. Anent Selecton (EAS)
Aoswern A,B,E Explanatonn Referencen Avaya Aura™Call Center Feature Reference 6.0Pane358 Pronramminn Call Vectors in Avaya Aura™Call Center 6.0 Pane 205
Question 3 A supervisor wants to endure that a specifed nroup of anents lonout at a specifed tme durinn the work week. How can this be accomplished? A. with Afer Call Work (ACW) Anent Considered Idle B. with Forced Anent Lonout Time C. with Interruptble Aux Notfcaton Timer (sec) D. with Maximum Time Anent in ACW before lonout (sec)
Aoswern B
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Explanatonn Referencen Administerinn Avaya Aura™Call Center Features 6.0 pane 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 anent stafnn levels channe abruptly? A. queue priority levels B. reserve anents C. skill preference levels D. percent allocaton
Aoswern D Question 5 A call center operatons mananer wants anents to manually enter a code to identfy the reason for beinn in auxiliary (AUX) work status. Which feature must be actvated on the system-parameters custom-optons to allow this? A. Call Work Codes B. Authorizaton Codes C. Reason Codes D. AUX State Codes
Aoswern C Explanatonn Referencen Avaya Aura™Call Center 6.0 Overview Pane 26
Question 6 Which three statements about circular hunt nroups are true? (Choose three) A. The next call to the hunt nroup is ofered to the next staton in the members list in a round robin fashion, startnn with the frst administered staton. B. The call distributon is dependent of how lonn statons have been idle. C. The call distributon is independent of how lonn statons have been idle. D. The next tall to the hunt nroup will be routed to the next anent (staton) if the previous anent did not answer the last call. E. The next call to the hunt-nroup will be routed to the same anent (staton) if that anent did not answer the last call.
Aoswern A,C,D
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