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Question # 4

A call center where agents handle customers with account numbers Is using Call Center Elite. The call center wants to offer a survey to customers who complete their tasks to determine the level of service they have received.

Which feature would you suggest when the call center offers a survey to the people who have called?

A.

VDN Return Destination

B.

VDN Interflow

C.

VDN Vectors

D.

VDN Override

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Question # 5

Which two statements describe why the agent's state would be designated as 'OTHER' in a non-EAS environment? (Choose two.)

A.

The agents are on calls from another split.

B.

The agents are on outgoing calls.

C.

The agents are dialing a number to place a call or activate a feature.

D.

An ACD call is ringing at their telephone.

E.

The agents have pressed thou aux work button.

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Question # 6

Which form displays the total number of Automatic Call Distribution (ACD) agents that can be logged in simultaneously?

A.

System-Parameters Security

B.

Special System Parameters

C.

System-Parameters Customer-Options

D.

Feature-Related System Parameters

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Question # 7

How can an Installer Identify If a customer has the Avaya Aura® Call Center Elite package?

A.

Check the System-Parameters Customer-Options Form and search for the Vectoring (3.0 Enhanced) field.

B.

Check the System-Parameters Customer-Options Form and search for the EAS field.

C.

Check the Feature-Related System Parameters and search for the Call Center Elite field.

D.

Check the System-Para meters Customer Options Form and search for the Call Center Elite field.

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Question # 8

Which vector object can replace the Time of Day (TOD) global Vector variable?

A.

Vector Routing Table

B.

Business Schedule Table

C.

Service Hours Table

D.

Policy Routing Table

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Question # 9

If an agent has the skills to handle one call:

Under the skill level handling preference, which of the calls will the agent handle first?

A.

Call 1

B.

Call 2

C.

Call 3

D.

Call 4

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