Best Services Routing (BSR) determines the best resource to service a call by examining which three variables? (Choose three.)

A.

Agent Average Speed of Answer

B.

Selection strategy for the active VDN

C.

Oldest call waiting

D.

Availability of the agents

E.

Estimated Wait Time (EWT)

The call center has recently converted from 4 to 5 digit extensions. Since the conversion, callers to the Spanish Customer Service skill report that they can no longer reach a specific agent in the call center, even If they know the extension number.
Which two commands would provide information to isolate the problem? (Choose two.)

A.

Display events extension

B.

Display events vector

C.

List trace vector

D.

List trace extension

While a Look-Ahead Interflow attempt is being made, which feedback is the caller receiving?

A.

The caller hears the feedback that Is provided by the sending switch.

B.

The caller always hears ringback.

C.

The caller hears the feedback that is provided bythe receiving switch.

D.

The caller always hears silence.

A customer wants to use the TTrace application on their desktop to monitor remote servers.
Is this possible?

A.

Yes, the customer can use the TTrace Server, the configuration should be installed on the server and the TTrace console on the client desktop

B.

Yes, the customer can use their desktop to monitor the call center server after they install the TTrace tool on their desktop

C.

No, the customer must use the TTrace application from another server

D.

No, the customer must use the TTrace application on the server where it is running

Refer to the exhibit.

A call center administrator has devised a way to provide special treatment for high profile customers, by filtering these agent’s Automatic Number Identification (ANI) using a vector routing table, and interflowing these calls to be queued at a higher priority. Unfortunately, after the new VDN/vector steps were implemented, those customers are queuing to the incorrect group of agents.
What would be the reason for this?

A.

VDN Override on VDN 7202 is set to no

B.

VDN Override on VDN 7201 is set to yes

C.

The caller has blocked his calling party number, a match cannot be found, and call processing for this call will cease

D.

No agents are staffed in skill 1

Refer to the exhibit. 
You configured vectors in your New York and Denver locations to use Look Ahead Interflow. You want your New York location to interflow to your Denver location if the Denver split has less than 10 calls in queue.
After setting vectors in the exhibit you find that calls are interflowing to Denver. What would cause calls to interflow to Denver?

A.

The wait-time command in step 3 in Denver is considered a call acceptance command and allowing calls to interflow

B.

The wait-time command in step 1 in Denver is considered a call acceptance command and calls to interflow

C.

The route-to number command in step 6 in New York is allowing calls to interflow to Denver

D.

Step 8 in Denver should be a busy command

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

A.

It enables routing 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.

Which two components installed on the same PC does the TTrace tool require? (Choose two.)

A.

TTrace Server

B.

TTrace Console

C.

TTrace Config

D.

TTrace Log2Zip

Which three server applications can be duplicated to provide a level of redundancy? (Choose three.)

A.

Integrated Data Server

B.

Application Management Server

C.

License Director Server

D.

XML Server

E.

Media Director

When deploying a virtual environment, you should configure the applications in a specific order.
Which option provides the best order to verify the virtual environment?

A.

Application Enablement Services, Call Center Elite Multichannel, SQL database

B.

Avaya WebLM, Communication Manager, SQL database

C.

Call Center Elite Multichannel, Avaya WebLM, SQL database

D.

SQL database, Communication Manager, Avaya WebLM

What wouldtrigger a vector event error?

A.

When vector processing reaches the maximum 1000 steps allowed

B.

When vector processing reaches the- maximum 100 steps allowed

C.

Misdirected calls

D.

Call Denial

Which three statements about LAI requirements aretrue? (Choose three.)

A.

Intelligently route calls among the call centers to achieve a better ACD load balance.

B.

The receiving switchis able to accept or deny interflowed calls sent by the sending switch.

C.

The routing of an incoming call to an external switch must beanswered at the originating switch.

D.

Look-Ahead Interflow (LAI) improves call-handling capabilityand agent productivity for callcenters with multiple locations.

E.

It Is able to use the adjust-by vector command to better manage EWT.