Avaya

AVAYA 3304 Q & A / Study Guide / Testing Engine

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QUESTION 1
Which two statements describe the benefits of the Business Advocate (BA) feature? (Choose two.)

A. It enablesrouting of calls to the agent that is most idle.
B. It dynamically matches a customer to an optimal agent.
C. It provides conditional routing of calls to agent queues.
D. It allows for dynamic reporting of call center activities in custom methods.
E. It uses advanced algorithms to efficiently route calls to agents.

Answer: B,E

Explanation: Reference Avaya Aura™Call Center Feature Reference 6.0 page 78

QUESTION 2
What are three added features when you upgrade form Basic Avaya Call Center to Avaya Call
Center Elite? (Choose three.)

A. Service Level Maximize
B. Advocate
C. Hunt Group
D. Call Management System (CMS)
E. Agent Selection (EAS)

Answer: A,B,E

Explanation: Reference : Avaya Aura™Call Center Feature Reference 6.0Page358
Programming Call Vectors in Avaya Aura™Call Center 6.0 Page 205

QUESTION 3
A supervisor wants to endure that a specified group of agents logout at a specified time during the work week.
How can this be accomplished?

A. with After Call Work (ACW) Agent Considered Idle
B. with Forced Agent Logout Time
C. with Interruptible Aux Notification Timer (sec)
D. with Maximum Time Agent in ACW before logout (sec)

Answer: B
Reference:Administering Avaya Aura™Call Center Features 6.0 page 11

QUESTION 4
A customer has Business Advocate (BA) features turned on.
Which technique can be used to protect the predetermined level of service to a valued skill, II
volumes or agent staffing levels change abruptly?

A. queue priority levels
B. reserve agents
C. skill preference levels
D. percent allocation

Answer: D

Explanation:

QUESTION 5
A call center operations manager wants agents to manually enter a code to identify the reason for
being in auxiliary (AUX) work status.
Which feature must be activated on the system-parameters custom-options to allow this?

A. Call Work Codes
B. Authorization Codes
C. Reason Codes
D. AUX State Codes

Answer: C

Explanation: Reference :Avaya Aura™Call Center 6.0 Overview Page 26

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