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Avaya 7492X Exam Practice Questions (P. 1)

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Question #1
The call center has recently converted from 4 to 5 digit 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.)
  1. A
    Display events extension
  2. B
    Display events vector
  3. C
    List trace vector
  4. D
    List trace extension

Correct Answer:
BD

Question #2
Which three statements are true about virtual routing? (Choose three.)
  1. A
    CTI is a required component for multi-site configuration.
  2. B
    Virtual routing allows the call centers to be transparent, and act as a virtual call center that is transparent to the user.
  3. C
    Virtual routing involves only contacts that are non-voice related such as email and chat.
  4. D
    Virtual routing determines where to route the call according to the criteria: Look-ahead interflow or Advanced look-ahead interflow.
  5. E
    Virtual can be implemented in single-site or multi-site configuration.

Correct Answer:
BCE

Question #3
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?
  1. A
    The agent's idle time is always adjusted up by 20 seconds.
  2. B
    The agent's idle time is always adjusted down by 20 seconds.
  3. C
    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%.
  4. D
    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.

Correct Answer:
B

Question #4
In a multi-site Best Services Routing (BSR) configuration, what is the purpose of the Status Poll vector?
  1. A
    The vector is activated when the given remote server is the best available.
  2. B
    The vector contacts the specified remote servers, and collects information from that remote server.
  3. C
    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).
  4. D
    The vector queues the call to the resource that is likely to provide the best service.

Correct Answer:
B
Reference:
http://btbusiness.custhelp.com/euf/assets/TelephoneSystems/Avaya/CallCentre/07_300303_1.pdf

Question #5
In which document can the events table be found?
  1. A
    Troubleshooting Avaya Aura® Call Center Elite
  2. B
    Programming Call Vectoring Features in Avaya Aura® Call Center Elite
  3. C
    Administrator Guide for Avaya Communication Manager
  4. D
    Feature Description and Implementation for Avaya Communication Manager

Correct Answer:
C
Reference:
https://downloads.avaya.com/css/P8/documents/100059379
(p.5)

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