The call center has recently converted from 4 to 5 digits extensions. Since the conversion, callers to the Spanish Customer Service skill report that they can no longer reach a specific agent in the call center, even if they know the extension number.
Which two commands would provide information to isolate the problem? (Choose two.) Display events extension Display events vector List trace vector List trace extension.
Which three statements are true about virtual routing? (Choose three.) CTI is a required component for multi-site configuration Virtual routing allows the call centers to be transparent, and act as a virtual call center that is transparent to the user. Virtual routing involves only contacts that are non-voice related such as email and chat. Virtual routing determines where to route the call according to the criteria: Look-ahead interflow or Advanced look-ahead interflow. Virtual can be implemented in single-site or multi-site configuration.
Best Services Routing (BSR) allows adjusting the idle time of agents when determining agent selection. You are considering the step adjustment set to 20 for a given location.
Which statement about agent adjustments for the considered location step is true? The agent's idle time is always adjusted up by 20 seconds The agent's idle time is always adjusted down by 20 seconds The agent's idle time is decreased by 20 seconds, unless the idle time is greater than 100 seconds at which point it is decreased by 20%. The agent's idle time is adjusted up by 20%, unless the idle time is greater than 100 seconds at which point is adjusted up by 20 seconds.
In a multi-site Best Services Routing (BSR) configuration, what is the purpose of the Status Poll vector? The vector is activated when the given remote server is the best available The vector contacts the specified remote servers and collects information from that remote server The vector compares skills at its location and replies to the origin server with information on the best of these skills and estimated wait times (EWT) The vector queues the call to the resource that is likely to provide the best service.
In which document can the events table be found? Troubleshooting Avaya Aura® Call Center Elite Programming Call Vectoring Features in Avaya Aura® Call Center Elite Administrator Guide for Avaya Communication Manager Feature Description and Implementation for Avaya Communication Manager.
Refer to the exhibit.
The reply-best vector command is applied to which BSR VDN/Vector? Status Poll Vector Primary Vector Interflow vector Adjunct Vector.
What are the three consideration requirements for the deployment of Network Call Deflection? (Choose three.) The second leg of the call is set up by the redirecting Communication Manager. Network Call Deflection is only available in Europe and must be compliant with ETSI Supplementary Service Network Call Deflection. Announcement, collect digits, converse-on, wait for hearing music, wait for the hearing announcement, ringback, or silence cannot be used for NCD. NCD by the PSTN can occur only if the incoming call to the Avaya Aura® Communication Manager is not answered. A route-to number r13035485103 must be used in vector step processing, and Net Redir=y in the BSR Application plan.
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.) The BSR Application ID must be set in the VDN form Set the Available Agent Adjustments for BSR to y in the System Parameters Feature form The Available Agent Adjustments for BSR must be set to YES on System-Parameters Customer Options Percent Allocation in the Business Advocate feature must be enabled.
The Status Poll VDN does not respond to a consider location vector command.
Which three reasons are causing this problem? (Choose three.) The incorrect Status Poll VDN is defined in BSR application form. The Console Permission is NOT enabled. The Route-pattern TSC settings has a setting = n The Interflow Vector is not defined as the remote location. The Status Poll VDN is using TAC instead of aar analysis digits.
What must be administered in the route-pattern for a multi-site Best Services Routing (BSR) application? The trunk group must be H.323. The FRL settings do not apply to BSR. Set TSC to y and set CA-TSC to "as needed". The ISDN parameters "QSIG/ETSI TSC Extension" can be left blank.
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.) On the Feature Related System Parameters screen verify the BSR Tie Strategy field On the VDN form, verify BSR Tie Strategy field. On the Hunt Group form verify BSR settings. Verify Suppression Timer is set correctly in the BSR application plan.
What are two call vectoring command failures for "adjunct routing"? (Choose two.) The VDN's COR does not permit routing to the adjuncts supplied destination. The specified agent is not logged into the specified split for a direct agent call. The VDN's COS-group does not have Console Permission set to y The CTI link can be any identifier.
A customer has calls coming into their contact center constantly. They do not want their customers to be waiting long before their call is answered, even if it is answered at a different site.
Which two features should be used in the vectors to ensure that all calls are answered in a timely fashion? (Choose two.) Network Call Redirection Look-ahead Interflow Virtual Outflow Enhanced Look-ahead Interflow.
In administering multi-site Best Services Routing (BSR), what are the two configurations that are associated VDN configurations? (Choose two.) UUI Treatment Supplementary Service Protocol BSR Available Agent Strategy BSR Application.
While configuring a vector using the Best Services Routing (BSR) feature, the installer was not able to use the consider location command.
What is causing this problem? Expert Agent Selection (EAS) was not enabled on the Feature-Related System Parameters form. The location number is not defined in the BSR application form. The ASAI routing is not enabled. Preference Handling Distribution (FAS-PHD) was not enabled on the System-Parameters Customer-Options form.
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? System files Trace files Log files Traffic reports.
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?
Network Call Redirection (NCR) Best service Routing (BSR) Least Occupied Agent (LOA) Business Advocate (BA).
Refer to the exhibit.
What are three reasons for turning on "Net Redir" = y? (Choose three.) Network Call Deflection does not use ISDN messaging. It supports route-to number ~r123658888. It increases trunk usage and costs. It supports Network Call Transfer. It decreases trunk usage and costs.
What is the process for routing calls to one or more networked locations that appear as a single center called? Virtual Site Routing Multiple Routing Best Service Routing Interflow Routing.
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?
route-to number 112920414 route-to number ~r11292414 reply-best queue-to best.
In a multi-site Best Services Routing (BSR) configuration, where do you increase the frequency of polling remote locations during an agent surplus condition? On the System-parameter customer option form On the hunt group form On the BSR Application form On the Signaling group for BSR application.
A call center has four agents:
Agent 1 has experience with Sales and French.
Agent 2 has experience with Sales and English.
Agent 3 has experience with Support and English.
Agent 4 has experience with Sales and is bilingual in English and French.
The first call comes in requiring sales assistance in English, and a second call comes looking for Sales in French.
Which agent is still available for calls when the call center is using Best Services Routing (BSR), and the next call requires French?
Agent 1 Agent 2 Agent 3 Agent 4.
What are the three key differences between Enhanced Look-Ahead Interflow (ELAI) and traditional LAI? (Choose three.) The ELAI uses the interflow-qpos vector command. The Call Center calls must be queued to first in ELAI. The ELAI uses route-to number ~r13035485103. The ELAI is near first-in-first-out routing. The value of the interflow-qpos can be set as <= 12.
A call centers the system on VDN 3005. The Allow VDN Override is set to no on VDN 3005. The caller chooses the option for Spanish which routes the call to VDN
3010, which has Allow VDN Override set to yes. There are no Spanish agents available, so the call is routed VDN 3030.
When the caller reaches VDN 3030, what is the active VDN? 3005 3030 3010 3020.
A call enters the system on Primary VDN 6023 that triggers vector 101, and Allow VDN Override is set to yes on VDN 6023. After receiving the reply-best results from Status Poll vector on VDN 6024, the call Interflow to Interflow VDN 6025 with vector 102, and Allow VDN Override is set to no.
Which VDN would be used for BSR Available Agent Strategy? VDN 6026 VDN 6025 VDN 6024 VDN 6023.
A customer has Avaya Communications systems located in Detroit, Chicago and Denver. All three systems are connected via ISDN Tie trunks. The customer is implementing multi-site Best Services Routing (BSR) to intelligently compare resources, and to find the best call center to service their calls. Status polls from the
Denver location to Detroit consistently fail.
Which two reasons would cause this feature? (Choose two.) The expected queue time for the skill in Detroit is being suppressed. There is no BSR application for the active Vector Directory Number (VDN). The trunks that tie Denver to Detroit are not Distributed Communication Systems (DCS+) or QSIG The agents in Detroit are all in auxiliary work mode.
What would trigger a vector event error? When vector processing reaches the maximum 1000 steps allowed. When vector processing reaches the maximum 100 steps allowed. Misdirected calls. Call Denial.
Which three commands can be used with Network Call Deflection? (Choose three.) Collect digits Route-to number Announcement Queue to best Wait hearing ringback.
What are the three requirements for Best Services Routing (BSR) polling over IP without the B-channel signaling-group? (Choose three.) Max number of CA TSC Max number of NCA TSC Trunk Group for NCA TSC TSC Supplementary Service Protocol: b Route pattern must have TSC = N.
In a multi-site BSR configuration, with 2 remote locations, how many VDNs are required on the Primary site BSR Application form? 1 status poll VDN and 1 interflow VDN 1 status poll VDN and 2 interflow VDN 2 status poll VDN and 2 interflow VDN 3 status poll VDN and 2 interflow VDN.
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? Use the Event Type column. Use the Event Data 1. Use the Event Data 2. Use the Event Description.
Best Services Routing (BSR) determines the best resource to service a call by examining which three variables? (Choose three.) Estimated Wait Time (EWT) Availability of the agents Oldest call waiting Selection strategy for the active VDN Agent Average Speed of Answer.
A customer uses multi-site Best Services Routing (BSR) and IP trunks to handle callers in the most efficient manner. To conserve bandwidth, they would like announcements to be sourced at the local switch, regardless of which site is deemed best.
Which licensed feature must be activated to accomplish this? BSR Usage Allocation Enhancements ISDN/SIP Network Call Redirection VDN Return Destination BSR Local Treatment for IP and ISDN.
Which three statements about LAI requirements are true? (Choose three.) Intelligently route calls among the call centers to achieve a better ACD load balance. The receiving switch is able to accept or deny interflowed calls sent by the sending switch. The routing of an incoming call to an external switch must be answered at the originating switch. Look-Ahead Interflow (LAI) improves call-handling capability and agent productivity for call centers with multiple locations. It is able to use the adjust-by vector command to better manage EWT.
Which two commands will assess the behavior of a command that is used to route calls? (Choose two.) list trace VDN list trace station display events list trace vector.
Which set of Vector Directory Number (VDN)/Vector types are used for multi-site Best Services Routing (BSR)? Interflow, Outflow, and 1st Available Primary, Status poll, and Outflow Status poll, Interflow, and 1st available Primary, Status poll, and Interflow.
A call center supervisor is trying to initiate an emergency condition by using FAC. After entering the required FAC, a busy signal is returned.
Which three reasons are causing this problem? (Choose three.) The variable associated with emergency is not defined. The COS-group of the telephone set Console Permission disabled. The COS-group of the telephone set has Priority Calling disabled. The FAC Vector Variable (VV1-9) is not defined. The VDN variable V1-9 is not set.
You have been asked to remove an existing hunt group 10 in the Call Center Elite system. The hunt group is associated with Group type of EAD-MIA, and multiple vectors are referencing this hunt group.
Which command would be the start point? list usage hunt-group 10 list hunt group 10 list usage extension xxxx(Where xxxx is the extension number) remove hunt-group 10.
A call center is set up to use Look Ahead Interflow (LAI) to distribute calls to multiple centers. To reduce costs, you implement Network Call Redirection (NCR).
Which command in the vector would invoke NCR when using LAI? route-to number 112920414 with cov n if unconditionally route-to number 9112920414 with cov y if unconditionally route-to number ~r112920414 with cov n if unconditionally route-to number *r112920414 with cov n if unconditionally.
Which virtual routing feature can be set up to provide nearly first-in, first-out routing? Network Call Deflection Network Call Transfer Look-Ahead Interflow Enhanced Look-Ahead Interflow.
While a Look-Ahead Interflow attempt is being made, which feedback is the caller receiving? The caller hears the feedback that is provided by the sending switch. The caller always hears ringback. The caller hears the feedback that is provided by the receiving switch. The caller always hears silence.
How can the installer identify if a customer has the Call Center Elite package? Check the System-Parameters Customer-Options Form, and look for the "Call Center Elite" field. Check the Feature-Related System Parameters, and look for the "Call Center Elite" field. Check the System-Parameters Customer-Options Form, and look for the "EAS" field. Check the System-Parameters Customer-Options Form, and look for the "Vectoring" (3-0 Enhanced) field.
A company using Avaya Aura® Call Center Elite is experiencing problems configuring vectors. The vector is not routing calls to a particular queue. Vectors are routing calls to other configured queues correctly.
As a part of a good Global Support Services (GSS) methodology, what should the company do next? Reduce or eliminate the business impact of the vector by testing the vectors. Identify components where the queue is configured, including the switch, the communication manager, and the programming of the vector, and formulate a hypothesis for testing Take corrective action for the vector configuration, by reviewing the current situation and modifying it until the vector queues calls properly. Determine the frequency and severity of the issue where the vector does not route calls properly.
If your software is not working, what is the best practice to determine how to fix the concern? Do a root cause analysis and gather information to solve the problem to prevent future issues. Use the nine disciplines associated with troubleshooting to identify and describe the problem. The ability to get the software running immediately will solve all business needs. Monitor logs and alerts for information for a few months to determine the problem.
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? D4 - define escape points D1 - establish a team D2 - describe the problem D3 - develop interim containment actions D5 - choose corrective actions.
With consideration to the Avaya Global Support Services troubleshooting methodology, which step is most important when developing a hypothesis for troubleshooting software? Determining the triggers Recognizing the problem Choosing corrective actions Implementing corrective actions.
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? Business Advocate can exist with EAS enabled. SLM can exist without EAS enabled. The Business Advocate feature and SLM cannot co-exist on the same system The Business Advocate feature can run on the same system that has SLM configured.
What are three major benefits of SLM with EAS? (Choose three.) Can incorporate Business Advocate as an additional feature Less average delay to answer Greater control over providing differentiated service Redundant network coverage Autopilot capability.
Given the following conditions:
✑ In the Business Advocate configuration
✑ During call surplus conditions
✑ If calls are waiting when an agent becomes available
✑ The agent's selection method is Percent Allocation
How will the Communication Manager interpret the highest priority calls?
As the highest skill level and the highest ratio of CWT/SO or PWT/SO As the highest skill level and the longest CWT or PWT As the longest CWT or PWT As the oldest call waiting that best maintains the administered target allocations for all skills.
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? Greatest Need Service Level Maximiser (SLM) Weighted Advance Time Reserve Agents.
Which two statements describe the benefits of the Business Advocate (BA) feature? (Choose two.) It uses advanced algorithms to efficiently route calls to agents It provides conditional routing of calls to agent queues It enables routing of calls to the agent that is most idle It dynamically matches a customer to an optimal agent It allows for dynamic reporting of call center activities in custom methods.
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? As the highest skill agent with the lowest occupancy As the agent with the lowest ratio of adjusted work time and target allocation for the skill As the highest skill level, most idle agent As the most idle agent, without regard to skill level.
|
