QUESTION 11
Best Services Routing (BSR) allows adjusting the idle time of agents in determining agent selection.
When considering the step adjustment being set to 20 for a given location, which statement about agent adjustments for the consider location step is true?

A.    The agents idle time is always adjusted up by 20 seconds.
B.    The agents 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.
C.    The agents idle time is always adjusted down by 20 seconds.
D.    The agents idle time is decreased by 20 seconds, unless the Idle time Is greater than 100 seconds at
which point it is decreased by 20%.

Answer: C

QUESTION 12
A customer has provided one specific customer toll free number. The customer should have some (but not total) advantage over the typical call to the same skill as other callers.
Which Business Advocate (BA) feature is used to adjust the service level for the customer to this particular skill?

A.    Reserve Agents
B.    Weighted Advance Time
C.    Dynamic Queue Position
D.    Greatest Need

Answer: A

QUESTION 13
What are two of the benefits of using Expert Agent Selection (EAS)? (Choose two.)

A.    It improves agent performance as supervisors have the option to have agents handle calls based
on either skill level or greatest need.
B.    It provides basic reporting on Vectors, Agents, and Trunk Groups.
C.    It facilitates routing of incoming calls to a Voice Response Unit to facilitate self-service.
D.    It provides options for selecting among available agents with the same skill.
E.    It enables recorded announcements to be played to incoming calls.

Answer: AD

QUESTION 14
A customer has Avaya Communications systems located in Detroit, Chicago and Denver. All three systems are connected via ISDN Tie dunks. The customer is implementing multi site Best Services Routing (BSR) to intelligently compare resources and find the best call center to service their calls. Status polls from the Denver location to Detroit consistently fail.
What are two reasons that could be the root cause for this failure? (Choose two.)

A.    The trunks that tie Denver to Detroit are not Distributed Communication Systems (DCS+) or QSIG.
B.    The agents in Detroit are all in auxiliary work mode.
C.    There is no Best Service Routing application for the active Vector Directory Number (VDN).
D.    The Expected Wait Time for the skill in Detroit is being suppressed.

Answer: D

QUESTION 15
You need to troubleshoot Best Services Routing vectors to verify that they are operating as intended.
Which two commands would you use to do this? (Choose two.)

A.    list trace tac
B.    list trace stations
C.    list trace vector
D.    list trace trunk

Answer: AC

QUESTION 16
You are asked to resolve an Issue with little information except that there are reports of calls being disconnected and calls in queue not receiving announcements. When you check the display events In the Communication Manager (CM) there are several events that need to be researched.
Using the information in the Events Report, how do you determine which vector(s) to begin troubleshooting?

A.    Use the Event Type column.
B.    Use the Event Data 1.
C.    Use the Event Data 2
D.    Use the Event Description.

Answer: B

QUESTION 17
The events table provides a list of events, a brief description that displays on the screen for the event, and a full explanation of the event. In what document can this table be found?

A.    Feature Description and Implementation for Avaya Communication Manager
B.    Administrator Guide for Avaya Communication Manager
C.    ACD Guide for Avaya Communication Manager
D.    Avaya Call Center Release 4.0 Call Vectoring and Expert Agent Selection (EAS) Guide

Answer: D

QUESTION 18
A customer wants to know the definition of the Average ACD Time on the Historical Split Skill Summary Interval Report.
Which documentation would you reference in order to obtain this information?

A.    Avaya Call Management System Supervisor Release 14 Reports
B.    Avaya CMS Supervisor Release 14 Report Designer
C.    Avaya CMS Capacities
D.    Avaya Call Management System Release 14 Administration

Answer: A

QUESTION 19
Agents/Supervisors want to have the ability to login/logout of splits/skills, change their work mode, and perform service observing.
What is used to facilitate this ability?

A.    Business Advocate (ISA)
B.    Skill Assignment
C.    Feature Access Codes (FACs)
D.    Dial Access Plan

Answer: C

QUESTION 20
How many days of historical data are shown in the Basic Call management System (BCMS) Split 50 day report?

A.    1
B.    2
C.    3
D.    5
E.    7

Answer: E

…go to http://www.lead2pass.com/3304.html to download the full version Q&As.