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Avaya 7491X Exam Practice Questions (P. 1)

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Question #1
Which of the following is important when considering regular call center operations?
  1. A
    A backup strategy for the call center databases
  2. B
    An analysis of the software you choose to create the call center databases
  3. C
    A decision for how much room to create for the call center databases
  4. D
    A restore strategy for the information in the call center databases

Correct Answer:
A
Reference:
https://downloads.avaya.com/css/P8/documents/100141967

Question #2
Refer to the exhibit.


A call center administrator has devised a way to provide special treatment for high profile customers, by filtering these agents Automatic Number Identification
(ANI) using a vector routing table, and interflowing these calls to be queued at a higher priority. Unfortunately, after the new VDN/vector steps were implemented, those customers are queuing to the incorrect group of agents.
What would be the reason for this?
  1. A
    VDN Override on VDN 7202 is set to no
  2. B
    VDN Override on VDN 7201 is set to yes
  3. C
    The caller has blocked his calling party number, a match cannot be found, and call processing for this call will cease
  4. D
    No agents are staffed in skill 1

Correct Answer:
A

Question #3
You need to troubleshoot your Best Service Routing (BSR) polling vectors to verify that they are operating as intended.
Which command do you use to do this?
  1. A
    monitor bcms hunt group
  2. B
    list trace trunk
  3. C
    monitor bcms trunk
  4. D
    list trace vdn

Correct Answer:
D
Reference:
https://downloads.avaya.com/css/P8/documents/100180552
(p.9)

Question #4
To improve call handling and agent productivity you set up a vector using Look Ahead Interflow to check if the remote site can accept a call and has an agent available. You only want to interflow calls that are at the top two positions queue.
Which command would be entered in the vector to accomplish this?
  1. A
    route-to number 9581234 with cov y if interflow-qpos=2
  2. B
    route-to number 9581234 with cov n if interflow-qpos<=2
  3. C
    route-to number 9581234 with cov n if interflow-qpos<2
  4. D
    route-to number 9581234 with cov y if interflow-qpos>=2

Correct Answer:
D

Question #5
Refer to the exhibit.

Given the information in the exhibit, what happens to a call if someone calls this vector on Tuesday January 1 at 10:00?
  1. A
    The call will be routes to 2048
  2. B
    The call will queue to skill 1
  3. C
    The call will be disconnected
  4. D
    The call will be routed to 2049

Correct Answer:
C

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