Question 1

You are having problems with Avaya Aura Call Center Elite and you are considering a work around. In which phase of the 8 disciplines of troubleshooting do you try to see if you can work around the problem until a more permanent solution is found?

Accepted Answer

In the D3 phase, interim containment actions are developed to temporarily address the problem and prevent it from affecting operations until a permanent solution is implemented.

Question 2

In which document can the events table be found?

Accepted Answer

The answer of In which document can the events table...

Question 3

A customer has provided one specific customer toll free number. The customer should have some (but not total) advantage over the typical call to the same skill as other callers. Which Business Advocate (BA) feature is used to adjust the service level for the customer to this particular skill?

Accepted Answer

The answer of A customer has provided one specific customer...

Question 4

To activate and use Best Services Routing (BSR) Available Agent Adjustment, which two must be configured in the Avaya Aura Elite Call Center? (Choose two.)

Accepted Answer

The answer of To activate and use Best Services Routing...

Question 5

Best Services Routing (BSR) determines the best resource to service a call by examining which three variables? (Choose three.)

Accepted Answer

BSR determines the best resource by examining the Estimated Wait Time (EWT), the availability of the agents, and the selection strategy for the active VDN. These factors help in routing the call to the most suitable resource.

Question 6

A customer has SLM in their contact center deployed, but would now like to add the Business Advocate feature to increase staffing automation, so that the supervisor can spend more time coaching their agents. Which statement is true?

Accepted Answer

The answer of A customer has SLM in their contact...

Question 7

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 when using BSR?

Accepted Answer

The command "route-to number ~r11292414" is used to invoke Network Call Redirection (NCR) when using Best Services Routing (BSR) in a contact center environment.

Question 8

You are asked to resolve an issue of calls being disconnected, and calls in queue not receiving announcements. When you check the display events in the Communication Manager (CM) there are several events that need to be researched. Using the information in the Events Report, how do you determine which vector(s) to begin troubleshooting?

Accepted Answer

The Event Description provides a clear explanation of what each event is, helping to identify which vectors are related to the specific issues of calls being disconnected and calls in queue not receiving announcements.

Question 9

To enable a Best Services Routing (BSR) Tie strategy, when the Alternate Selection on BSR Ties determines how BSR chooses which agent, skill, or location to select, which two administration forms need to be administered? (Choose two.)

Accepted Answer

On the Feature Related System Parameters screen, the BSR Tie Strategy field determines the tie strategy for BSR. On the VDN form, the BSR Tie Strategy field determines the tie strategy for BSR on that VDN.

Question 10

In a multi-site Best Services Routing (BSR) configuration, where do you increase the frequency of polling remote locations during an agent surplus condition?

Accepted Answer

The answer of In a multi-site Best Services Routing (BSR)...

Question 11

A customer wants to evaluate Call Center Elite/Communication Manager system performance to observe usage trends and recommend updates or corrective actions. Which object should the customer check to evaluate the system performance?

Accepted Answer

The answer of A customer wants to evaluate Call Center...

Question 12

Which two commands will assess the behavior of a command that is used to route calls? (Choose two.)

Accepted Answer

The answer of Which two commands will assess the behavior...

Question 13

Given the following conditions: In the Business Advocate configuration During agent surplus conditions WHEN agents are available The agent selection method is PAD When a call arrives, how will the Communication Manager interpret the highest priority calls?

Accepted Answer

The PAD (Percent Allocation Distribution) method selects the agent with the lowest ratio of adjusted work time to target allocation for the skill, prioritizing efficient distribution of workload.

Question 14

What would trigger a vector event error?

Accepted Answer

A vector event error is typically triggered by misdirected calls, which occur when calls are not routed correctly within a telecommunication system.

Question 15

If your software is not working, what is the best practice to determine how to fix the concern?

Accepted Answer

Conducting a root cause analysis helps identify the underlying issue, allowing for a more effective and long-term solution to prevent future occurrences.

Question 16

In administering multi-site Best Services Routing (BSR), what are the two configurations that are associated VDN configurations? (Choose two.)

Accepted Answer

The answer of In administering multi-site Best Services Routing (BSR),...

Question 17

With consideration to the Avaya Global Support Services troubleshooting methodology, which step is most important when developing a hypothesis for troubleshooting software?

Accepted Answer

The answer of With consideration to the Avaya Global Support...

Question 18

Which three statements about LAI requirements are true? (Choose three.)

Accepted Answer

The answer of Which three statements about LAI requirements are...

Question 19

What is the process for routing calls to one or more networked locations that appear as a single center called?

Accepted Answer

The answer of What is the process for routing calls...

Question 20

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

Accepted Answer

The answer of Which two statements describe the benefits of...

Exam 7: Avaya Equino Solution with Avaya Aura Collaboration Applications Support Exam