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Question No 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.)

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Question No 2

Which three statements are true about virtual routing? (Choose three.)

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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 can be implemented in single - site or multi - site configuration

Virtual routing determines where to route the call according to the criteria: Look - ahead interflow or Advanced look - ahead interflow

Question No 3

Best Service 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?

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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

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 always adjusted down by 20 seconds

The agent’s idle time is always adjusted up by 20 seconds

Question No 4

In a multi - site Best Services Routing (BSK) configuration, what is the purpose of the Status Poll vector?

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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.

Question No 5

In which document can the events table be found?

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Troubleshooting Avaya Aura® Call Center Elite

Programming Call Vectoring Features in Avaya Aura® Call Center Elite

Administrator Guide tor Avaya Communication Manager

Feature Description and Implementation for Avaya Communication Manager

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