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QUESTION NO: 1
A customer with multiple locations wants to effectively balance the call load among agents at the various sites.
Which call center feature can provide this capability?
A. Best Service Routing (BSR)
B. Least Occupied Agent (LOA)
C. Network Call Redirection (NCR)
D. Business Advocate (BA)
Answer: A
QUESTION NO: 2
When a customer generates a TTrace log file there are specified components in each line item of the log file.
Which data do these components include?
A. The log file includes the date, the time, the name of the processes, the system where the process is running, and the name of the user on the system
B. The log file includes the date, the time, the name of the processes, the system where the process is running, and the process ID
C. The log file includes the date, the time, the name of the processes, the system where the process is running, and the name of the agent handling contacts
D. The log file includes the name of the processes, the system where the process is running, and the process ID
Answer: D
QUESTION NO: 3
What are the three considerationrequirements for the deployment of Network Call Deflection?
(Choose
A. The second leg of the call is set up by the redirecting Communication Manager.
B. Network Call Deflectionisonly available In Europeand must be compliant with ETSI Supplementary
Service Network Call Deflection.
C. Announcement, collect digits, converse-on, wait for hearing music, wait for the hearingannouncement, ringback, or silencecannot be used for NCD.
D. A route-to number r 13035485103 must be used in vector stepprocessingand Net Redir=yin theBSR Application plan.
E. NCD by the PSTN can occur only if the incoming call to the Avaya AuraCommunication Manager is not answered.
Answer: A,D,E
QUESTION NO: 4
Best Services Routing (BSR) determines the best resource to service a call by examining which three variables? (Choose three.)
A. Oldest call waiting
B. Selection strategy for the active VDN
C. Agent Average Speed of Answer
D. Availability of the agents
E. Estimated Wait Time (EWT)
Answer: A,C,E
QUESTION NO: 5
A customer wants to reduce costs in their contact center. They choose to employ Network Call
Redirection (NCR) to eliminate as much private network cost as possible. The call center is using Best
Services Routing (BSR) to distribute calls to multiple centers.
Which command in the vector would invoke NCR using BSR?
A. reply-best
B. queue-to best
C. route-t number 11292414
D. route-to number 112920414
Answer: B
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Updated: May 28, 2022