Avaya 7392X Exam Questions Free Practice Test

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Questions # 1:

When a customer upgrades from Basic Avaya Call Center to Avaya Aura® Call Center Elite, which three features are added? (Choose three.)

Options:

Service Level Maximize

Advocate

Hunt Group

Call Management System (CMS)

Agent Selection (EAS)

Expert Solution

Questions # 2:

An Elite Call Center agent is assigned the following Skills:

Question # 2

And the Call Handling Preference is configured as Greatest Need.

Question # 2

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

Options:

Skill 4 Call

Skill 2 Call

Skill 1 Call

Skill 3 Call

Expert Solution

Questions # 3:

A call center has agents skilled In sales of product X. You want them to be able to wrap up calls after they complete a sales call.

To allow this agent to wrap up a call, which parameter should be adjusted?

Options:

Assigned Skill on the Hunt Group form

Call Handling Preference on the Hunt Group form

Timed ACW field on the VDN or Hunt Group form

Direct Agent Call First on the Agent Handling form

Expert Solution

Questions # 4:

Refer to the exhibit.

Question # 4

The diagram shows three VQNs, with VDN override and VDN variables. The call first arrives into VDN 1 and ends up on VDN 3.

Which announcement is played at step five?

Options:

3003

1003

2002

1001

Expert Solution

Questions # 5:

Which two statements describe the benefits of using Expert Agent Selection (EAS)? (Choose two.)

Options:

It improves agent performance as supervisors have the option to have agents handle calls based on either skill level or greatest need.

It provides basic reporting on Vectors, Agents, and Trunk Groups.

It facilitates routing of incoming calls to a Voice Response Unit to facilitate self-service.

It provides options for selecting among available agents with the same skill.

It enables recorded announcements to be played to incoming calls.

Expert Solution

Questions # 6:

Which property of the SET command makes the command unique when dealing with variables?

Options:

The SET command allows variables to be manipulated using arithmetic and string operators

The SET command allows you to place calls in a particular queue

The SET command allows a group of variables to follow a specific pattern

The SET command reassigns variables to new values during the process of a vector

Expert Solution

Questions # 7:

Which two parameters must be configured to allow Service Observing while, off site? (Choose two.)

Options:

Service Observing Listen Only Access Code

COR - Restriction Override set to all

Service Observing (Remote/By FAC)

Telecommuter

Expert Solution

Questions # 8:

A customer wants to avoid an abandoned Call if an agent leaves their position, and an Incoming automatic call distribution (ACD) call rings at the agent's phone.

Which call center feature provides this capability?

Options:

Variable in Vectors

Adjunct Routing

Forced Agent Logout from the After Call Work (ACW) mode

Redirection on No Answer (RONA)

Expert Solution

Questions # 9:

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

Options:

When the station has Auto Answer enabled

When the telephone extension is configured on the station form

When the agent's login ID Is administered in the switch

When the agent logs in at that extension

Expert Solution

Questions # 10:

Which two Vector Variable types are strictly global in scope? (Choose two.)

Options:

ani

value

collect

dow

Stepcnt

Expert Solution

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