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QUESTION NO: 1
A call center has agents skilled In sales of product X.
You want them to be able to wrap up calls after they complete a sales call.
To allow this agent to wrap up a call, which parameter should be adjusted?
A. Call Handling Preference on the Hunt Group form
B. Direct Agent Call First on the Agent Handling form
C. Assigned Skill on the Hunt Group form
D. Timed ACW field on the VDN or Hunt Group form
Answer: A
QUESTION NO: 2
Which three statements about configuring a Call Center with the Elite offer are true? (Choose three.)
A. SLM can be used as an agent-based call distribution type.
B. Service Level Maximize (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 Export Agent Selection (EAS) and Business Advocate (BA).
Answer: B,C,E
QUESTION NO: 3
Which two parameters must be configured to allow Service Observing while, off site? (Choose two.)
A. COR - Restriction Override set to all
B. Service Observing Listen Only Access Code
C. Service Observing (Remote/By FAC)
D. Telecommuter
Answer: B,C
Explanation
Reference Administering Avaya Aura Communication Manager page 504
QUESTION NO: 4
What provides built-in real-time and historical reporting capabilities for the call center,
Including, reports tor Splits/Skills, Agents, Vector Directory Numbers (VDNs) and trunk Groups?
A. Service Level Maximizer (SLM)
B. Basic Call Management System (BCMS)
C. Automatic Number Identification (ANI)
D. VuStats
Answer: B
QUESTION NO: 5
Which two benefits to a Call Center does the Call Vectoring feature provide? (Choose two.)
A. The ability for supervisors to monitor an agent's ACD calls
B. The conditional call treatment or routing based on parameters such as time of day, day of holidays, etc.
C. The customized handling of incoming calls via programmed commands
D. The ability for an agent to answer multiple Automatic Call Distribution (ACD) calls
E. The ability to change the skills assigned to an agent
Answer: B,C
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Updated: May 28, 2022