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3304-1 - Avaya Call Center Elite Implementation(R) and Maintenance - BrainDump Information

Vendor Name : Avaya
Exam Code : 3304-1
Exam Name : Avaya Call Center Elite Implementation(R) and Maintenance
Questions and Answers : 69 Q & A
Updated On : November 17, 2017
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3304-1


Given the Information in the exhibit, which skill number will the next call be served by, and at which step will vector processing end?


  1. skill 3; step 3

  2. skill 2; step 5

  3. skill 2; step 8

  4. skill l; step 5


Answer: C


Explanation:

the check skill command in step 8 attempts to queue the call according to the parameter indicated (if calls-queued < 2) to the skill group that corresponds to the 3rd VDN skil (skill 2)


QUESTION: 66

In an Expert Agent Selection (EAS) Call Center, the customer wants queued calls to be answered by the agent that has been available the longest. Skill level is not an important factor when routing the queued calls to an agent. Which type of call distribution method should the hunt group be configured to achieve this?


  1. Direct Department Calling (DDC)

  2. Uniform Call Distribution Most Idle Agent (UCD-MIA)

  3. Uniform Call Distribution-Least Occupied Agent (UCD-LOA)

  4. Dynamic Agent Selection (DAS)

  5. Expert Agent Distribution-Most Idle Agent (EAD-MIA)


Answer: B


Reference:

AdministeringAvaya Aura™Call Center Features 6.0 page 224


QUESTION: 67

The claims department of an insurance company must separate calls by area code. Some groups of agents can only handle calls Item one area code, while other groups of agents can handle multiple a codes. Which group of vector steps would satisfy this requirement?


  1. goto vector 21 @ step 1 if ani = 201 + goto vector 21 @ step 1 if ani = 212 + goto vector 23 @ step 1 if ani in table 1 goto vector 24 @ step 1 if ani in table 2

  2. goto vector 21 @ step 1 if ani = 201? goto vector 21 @ step 1 if ani = 212? goto vector 23 @ step 1 if ani in table 1 goto vector 24 @ step 1 if ani in table 2

  3. goto vector 21 @ step 1 if ani = 201 goto vector 21 @ step 1 if ani = 212 goto vector 23

    @ step 1 if ani in table 1 goto vector 24 @ step 1 if ani in table 2

  4. goto vector 21 @ step 1 if ani = 2?1 goto vector 21 @ step 1 if ani = 2?2 goto vector 23

@ step 1 if ani in table 1 goto vector 24 @ step 1 if ani in table 2


Answer: A


Reference:

Programming Call Vectors in Avaya Aura™Call Center 6.0 page 52


QUESTION: 68

You are tasked to run Basic Call Management Reports (BCMS) on your call center agents. You need to run a report to find out how many calls each agent took the previous day. Which command is used to run this report?


  1. monitor bcms agent 1234 day mm/dd

  2. list bcms agent mm/dd

  3. list bcms agent mm/dd

  4. list bcms agent 1234 day mm/dd


Answer: D


Reference:

07-300061 page 29


QUESTION: 69

Why would a vector skip the step "queue to skill" and go to the next step without planning the call in queue?


  1. because all agents are unavailable or on a call

  2. because no agents are logged in

  3. because the queue limit has been reached in the hunt group

  4. because there is a route-to command after the queue-to command


Answer: C

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