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Question 1:

Which three statements are true about virtual routing? (Choose three.)

A. CTI is a required component for multi-site configuration

B. Virtual routing allows the call centers to be transparent, and act as a virtual call center that is transparent to the user

C. Virtual routing involves only contacts that are non-voice related such as email and chat

D. Virtual routing can be implemented in single-site or multi-site configuration

E. Virtual routing determines where to route the call according to the criteria: Look-ahead interflow or Advanced look-ahead interflow

Correct Answer: BCE

Question 2:

Best Service Routing (BSR) allows adjusting the idle time of agents when determining agent selection. You are considering the step adjustment set to 20 for a given location. Which statement about agent adjustments for the considered location step is true?

A. The agent\’s 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

B. The agent\’s idle time is decreased by 20 seconds, unless the idle time is greater than 100 seconds at which point it is decreased by 20%

C. The agent\’s idle time is always adjusted down by 20 seconds

D. The agent\’s idle time is always adjusted up by 20 seconds

Correct Answer: B

Question 3:

In a multi-site Best Services Routing (BSK) configuration, what is the purpose of the Status Poll vector?

A. The vector is activated when the given remote server is the best available.

B. The vector contacts the specified remote servers, and collects information from that remote server.

C. The vector compares skills at its location and replies to the origin server with information on the best of these skills and estimated wait times (EWT).

D. The vector queues the call to the resource that is likely to provide the best service.

Correct Answer: B

Reference: http://btbusiness.custhelp.com/euf/assets/TelephoneSystems/Avaya/CallCentre/07_300303_1.pdf

Question 4:

To activate and use Best Services Routing (BSR) Available Agent Adjustment, which two must be configured In the Avaya AuraCM Elite Call Center? (Choose two.)

A. The BSR Application ID must be set in the VDN form.

B. Set the Available Agent Adjustments tor BSR to y in the System Parameters Feature form.

C. The Available Agent Adjustments for BSR must be set to YES on System-Parameters Customer Options.

D. Percent Allocation in the Business Advocate feature must be enabled.

Correct Answer: CD

Question 5:

The Status Poll VDN does not respond to a consider location vector command. Which three reasons are causing this problem? (Choose three.)

A. The Incorrect Status Poll VDN is defined in HSR application form.

B. The Console Permission is NOT enabled.

C. The Route-pattern TSC settings has a setting = n.

D. The Interflow Vector Is not defined at the remote location.

E. The Status Poll VDN is using TAC Instead of aar analysis digits.

Correct Answer: ABC

Question 6:

To enable a Best Services Routing (BSR) lie strategy, when the Alternate Selection on BSR Ties determines how BSR chooses which agent. Skill, or location to select, which two administration forms need to be administered? (Choose two.)

A. On the Feature Related System Parameters screen verity the BSR Tie Strategy field.

B. On the VDN form, verify BSR Tie Strategy field.

C. On the Hunt Group form verify BSR settings.

D. Verify Suppression Timer Is set correctly In the BSR application plan.

Correct Answer: AB

Question 7:

In administering multi-site Best Services Routing (BSR), what are the two configuration that are associated VDN configuration (Choose two.)

A. UUI Treatment

B. Supplementary Service Protocol

C. BSR Available Agent strategy

D. BSR Application

Correct Answer: AC

Question 8:

While configuring a vector using the Best Services Routing (BSR) feature, the Installer was not able to use

the consider location command.

What is causing this problem?

A. Expert Agent Selection (EAS) was not enabled on the Feature Related System Parameters form.

B. The location number is not defined In the BSR application form.

C. The ASAI routing is not enabled-

D. Preference Handling Distribution (FAS-PHD) was not enabled on the System-Parameters Customer-Options form.

Correct Answer: A

Question 9:

A customer wants to evaluate Call Center Elite/Communication Manager system performance to observe usage trends and recommend updates or corrective actions. Which object should the customer check to evaluate the system performance?

A. System files

B. Trace files

C. Log files

D. Traffic reports

Correct Answer: C

Reference: https://downloads.avaya.com/css/P8/documents/101027471

Question 10:

A customer with multiple locations wants to effectively balance the call load among agents at the various

sites.

Which call center feature can provide this capability?

A. Business Advocate (BA)

B. Best Service Routing (BSR)

C. Network Call Redirection (NCR)

D. Least Occupied Agent (LOA)

Correct Answer: B

Reference: https://downloads.avaya.com/elmodocs2/comm_mgr/r3/pdfs/07_300301_1.pdf (114)

Question 11:

Refer to the exhibit.

What are three reasons for turning on “Net Redir” = y? (Choose three.)

A. Network Call Deflection does not use ISDN messaging.

B. It supports route-to number ~rl23658888.

C. It increases trunk usage and costs.

D. It supports Network Call Transfer.

E. It decreases trunk usage and costs.

Correct Answer: ADE

Question 12:

What is the process for routing calls to one or more networked locations that appear as single center called?

A. Virtual Site Routing

B. Multiple Routing

C. Best Service Routing

D. Interflow Routing

Correct Answer: D

Reference: https://downloads.avaya.com/css/P8/documents/100081982

Question 13:

A customer wants to reduce costs in their contact center. They choose to employ Network Call Redirection (NCR) to eliminate as much private network cost as possible. The call center is using Best Services Routing (BSR) to distribute calls to multiple centers. Which command in the vector would invoke NCR using BSR?

A. route-to number 112920414

B. route-t number 11292414

C. reply-best

D. queue-to best

Correct Answer: B

Reference: https://downloads.avaya.com/css/P8/documents/100180550

Question 14:

In a multi-site Best Services Routing (BSR) configuration remote locations during an agent surplus condition?

A. On the System-parameter customer option form

B. On the hunt group form

C. On the BSR Application form

D. On the Signaling group for BSR application

Correct Answer: B

Question 15:

A call center has four agents:

Agent 1 has experience with Sales and French.

Agent 2 has experience with Sales and English.

Agent 3 has experience with Support and English.

Agent 4 has experience with Sales and is bilingual in English and French The first call comes in requiring

sales assistance in English and a second call comes looking for Sales in French.

Which agent is still available for calls when the call center is using Best Service Routing and the next call

requires French?

A. Agent 1

B. Agent 2

C. Agent 3

D. Agent 4

Correct Answer: D