Avaya 7492X Online Practice Questions and Exam Preparation

Avaya 7492X Online Questions & Answers

• Question 61:

  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
  D. Agent 4

• Question 62:

  How can an installer identify if a customer has the Call Center Elite package?

  A. Check the System-Parameters Customer-Options Form and look for the "Call Center Elite" field.
  B. Check the Feature-Related System Parameters and look for the "Call Center Elite" field.
  C. Check the System-Parameters Customer-Options Form and look for the "EAS" field.
  D. Check the System-Parameters Customer-Options Form and look for the "Vectoring (3-0 Enhanced) field.
  C. Check the System-Parameters Customer-Options Form and look for the "EAS" field.

• Question 63:

  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
  A. Reserve Agents

• Question 64:

  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.
  D. Use the Event Description.

• Question 65:

  A customer has installed SQL to build the databases. The customer believes that they have installed and configured the SQL and databases correctly, but cannot see the databases in the Elite Multichannel Control Panel. Which three actions should you advise them to take? (Choose three.)

  A. Check the port numbers
  B. Check that SQL is installed on a separate machine
  C. Check the IP address of the SQL server
  D. Check the installation directory for SQL
  E. Check that TTrace logging is recording errors properly
  C. Check the IP address of the SQL server
  D. Check the installation directory for SQL
  E. Check that TTrace logging is recording errors properly

• Question 66:

  With consideration to the Avaya Global Support Services troubleshooting methodology, which step is most important when developing a hypothesis for troubleshooting software?

  A. Implementing corrective actions
  B. Choosing corrective actions
  C. Recognizing the problem
  D. Determining the triggers
  C. Recognizing the problem

• Question 67:

  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
  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%

• Question 68:

  You have been asked to remove an existing hunt group 10 in the Call Center Elite system. The hunt group is associated with Group type of EAD-MIA, and multiple vectors are referencing this hunt group. Which command would be the start point?

  A. list usage hunt-group 10
  B. list hunt group 10
  C. list usage extension xxxx(Where xxxx is the extension number)
  D. remove hunt-group 10
  B. list hunt group 10

• Question 69:

  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
  B. Display events vector
  D. List trace extension

• Question 70:

  Which three commands can be used with Network Call Deflection? (Choose three.)

  A. Collect digits
  B. Route-to number
  C. Announcement
  D. Queue to best:
  E. Wait hearing ringback
  A. Collect digits
  C. Announcement
  E. Wait hearing ringback