Which type of virtual routing allows calls among call centers to achieve improved Automatic Call Distribution (ACD) load-balance by comparing sites?

A. Adjunct Routing

B. Network Call Redirection

C. Network Call Transfer

D. Look-Ahead Interflow

For a Split Day report, how many days of historical data are shown in the Basic Call management System (BCMS)?

A. 5

B. 1

C. 2

D. 3

E. 7

While configuring the Service Observing feature, which three forms should be configured and/or verified? (Choose three.)

A. System Parameters Customer-Options

B. Class of Restriction

C. VuStats Display

D. Feature-Related System Parameters

E. Class of Service

Which component provides audio support in Avaya Aura?Call Center Elite?

A. System Manager

B. Communication Manager

C. Avaya Aura?Media Server

D. S8300 Server Blade

What are three capabilities of Avaya Aura?Media Server? (Choose three.)

A. High Availability

B. TDM interfaces for digital and analog stations and trunks

C. Virtualization

D. Can be shared with multiple CM's

E. Has the capacity of up to 1000 AAMS

An Elite Call Center agent is assigned the following Skills:

Skill Hunt Group 1 with Skill Level 5 Skill Hunt Group 2 with Skill Level 10 Skill Hunt Group 3 with Skill Level 15 Skill Hunt Group 4 with Skill Level 15

And the Call Handling Preference is configured as Greatest Need.

Skill 1 Call with priority h that has queued for 10 minutes Skill 2 Call with priority h that has queued for 15 minutes Skill 3 Call with priority m that has queued for 15 minutes Skill 4 Call with priority t that has queued for 15 minutes

Which of the calls will the agent handle first under the greatest need handling preference?

A. Skill 4 Call

B. Skill 2 Call

C. Skill 1 Call

D. Skill 3 Call

A supervisor with console permission can enter an agent's login ID, and add or remove an agent's skill via Feature Access Code (FAC). Agents can also dial FAC to add or remove a skill.

Which statement is true about the configuration of this feature?

A. The supervisor's class of restriction (COR) must have the field "Can Force a Work State Change" set to

y.

B. The supervisors class of services (COS) must have the field "Add/Remove Agent Skills" set to y.

C. The agent's COS must have the field "Add/remove Agent Skills" set to y.

D. The supervisors COS must have the field "Can Force a Work State Change" set to y.

E. The supervisors COR must have the field "Add/Remove Agent Skills" set to y.

Which three items are needed to configure a hunt group in an Expert Agent Selection (EAS) enabled call center? (Choose three.)

A. The group extension

B. The call distribution method

C. The Vector Directory Number (VDN)

D. The trunk group number

E. The Class of Restriction (COR)

If an agent has the skills to handle one call:

Call 1, with priority 3 that is queued for 10 minutes with skill level 5 Call 2, with priority 3 that is queued for 15 minutes with skill level 10 Call 3, with priority 5 that is queued for 15 minutes with skill level 15 Call 4, with priority 1 that is queued for 15 minutes with skill level 15

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

Which Expert Agent Selection (EAS), when is an agent-loginID associated with a specific extension?

A. When the station has Auto Answer enabled

B. When the telephone extension is configured on the station form

C. When the agent's login ID is administered in the switch

D. When the agent logs in at that extension