7491X.avaya. Number: 7491X Passing Score: 800 Time Limit: 120 min.

Transcription

1 7491X.avaya Number: 7491X Passing Score: 800 Time Limit: 120 min

2 Exam A QUESTION 1 If your software is not working, what is the best practice to determine how to fix the concern? A. Use the nine disciplines associated with troubleshooting to identify and describe the problem B. Do a root cause analysis and gather information to solve the problem to prevent future issues C. The ability to get the software running immediately will solve all business needs D. Monitor logs and alerts for information for a few months to determine the problem Correct Answer: D QUESTION 2 A company using Avaya Aura Call Center Elite is experiencing problems configuring vectors. The vector is not routing calls to a particular queue. Vectors are routing calls to other configured queues correctly. As a part of a good Global Support Services (GSS) methodology, what should the company do next? A. Take corrective action for the vector configuration, by reviewing the current situation and modifying it until the vector queues calls properly B. Reduce or eliminate the business impact of the vector by testing the vectors C. Identify components where the queue is configured, including the switch, the communication manager, and the programming of the vector, and formulate a hypothesis for testing D. Determine the frequency and severity of the issue where the vector does not route calls properly

3 QUESTION 3 A customer has a problem with the Call Center Elite Multichannel Media Store. They cannot connect to a database and access the media store. What would be helpful to narrow the fault domain? A. The customer should ensure that the core services are running and that the software is installed B. The customer should ensure that the software is installed C. The customer should ensure that the database software is installed D. The customer should ensure that the services are running Correct Answer: A QUESTION 4 You can reduce time-to-resolution for complex multi-product issues through a repeatable and systematic approach. Which stage is NOT a good stage to use when developing a resolution plan? A. Hypothesis Testing B. Remediation C. Prevention D. Problem Analysis E. Reproducing the Error Correct Answer: B QUESTION 5 With consideration to the Avaya Global Support Services troubleshooting methodology, which step is most important when developing a hypothesis for troubleshooting software?

4 A. Implementing corrective actions B. Choosing corrective actions C. Recognizing the problem D. Determining the triggers Correct Answer: D QUESTION 6 You have Avaya Aura Call Center Elite Multichannel installed on a Windows 2012 Server. How do you locate server application events? A. Use the ping command to check reachability B. Use the Communication Manager to check programming C. Use Windows Services to check for log files D. Use TTrace to review events on the server Correct Answer: D QUESTION 7 How should you track problems in a Call Center Elite installation? A. Use the error command in Communication Manager B. Use the trace command in Communication Manager

5 C. Use the log file at C:/Windows/Desktop D. Use the log file at C:/Windows Correct Answer: B QUESTION 8 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: D QUESTION 9 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 Service Routing (BSR) to distribute calls to multiple centers. Which command in the vector would invoke NCR when using BSR? A. route-to number B. route-to number r C. queue-to best D. reply-best

6 Reference: (p.10) QUESTION 10 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 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: ADE QUESTION 11 A customer has calls coming into their contact center constantly. They do not want their customers to be waiting long before their call is answered, even if it is answered at a different site. Which two features should be used in the vectors to ensure that all calls are answered in a timely fashion? (Choose two.) A. Expected Wait Time B. Virtual Outflow C. Look-ahead Interflow D. Enhanced Look-ahead Interflow E. Network Call Redirection Correct Answer: AE

7 QUESTION 12 A customer uses multi-site Best Service Routing (BSR) and IP trunks to handle callers in the most efficient manner. To conserve bandwidth, they would like announcements to be sourced at the local switch, regardless of which site is deemed best. Which licensed feature must be activated to accomplish this? A. BSR Local Treatment for IP and ISDN B. ISDN/SIP Network Call Redirection C. BSR Usage Allocation Enhancements D. VDN Return Destination Correct Answer: A QUESTION 13 Refer to the exhibit.

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9 Based on the agent idle time and call flow in the exhibit, to which location will the call be queued? A. Location 4 B. Location 2 C. Location 1 D. Skill 77 QUESTION 14 What is the process for routing calls to one or more networked locations that appear as a single center called? A. Virtual Site Routing B. Multiple Routing C. Best Service Routing D. Interflow Routing QUESTION 15 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)

10 Correct Answer: B QUESTION 16 Which two commands will assess the behavior of a command that is used to route calls? (Choose two.) A. list trace VDN B. list trace vector C. display events D. list trace station Correct Answer: BD Reference: QUESTION 17 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 Reference: (p.100)

11 QUESTION 18 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 QUESTION 19 A call center is set up to use Look Ahead Interflow (LAI) to distribute calls to multiple centers. To reduce costs, you implement Network Call Redirection (NCR). Which command in the vector would invoke NCR when using LAI? A. route-to number with cov y if unconditionally B. route-to number with cov n if unconditionally C. route-to number r with cov n if unconditionally D. route-to number *r with cov n if unconditionally Reference: (p.25) QUESTION 20

12 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) Correct Answer: ACE Reference: QUESTION 21 What are three advantages of the Avaya Customer Experience Virtualized environment? (Choose three.) A. Enables capital equipment expenditures B. Divides up resources among different locations C. Enables businesses to scale rapidly D. Lowers operational expenses E. Requires fewer servers Correct Answer: ADE Reference: (p.7) QUESTION 22 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

13 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 DE QUESTION 23 Which of the following provides centralized control and visibility at every level of the deployment of Avaya Aura Call Center Elite Multichannel in a virtual environment? A. Vmware B. vcenter C. Elite Multichannel D. vsphere Correct Answer: B Reference: (p.230) QUESTION 24 Installing WebLM requires that steps should be performed in a particular order. Which order should you use to install and configure WebLM on your Call Center Elite Multichannel Server? A. It does not matter what order you install the applications in, as long as WebLM is at the end B. Install Java, set JAVA_HOME environment variable, install Tomcat, and set the PATH environment variable C. Install WebLM, install Tomcat, set JAVA_HOME and PATH environment variables

14 D. Install Tomcat, install Java, install WebLM, and then configure the PATH, JAVA_HOME environment variables Reference: (p.40) QUESTION 25 There are four main components of the Call Center Elite Multichannel configuration. Which list contains all of the main components? A. Avaya Aura System Manager, Multichannel XML Server, Multichannel Desktop Client, Core Server B. Avaya Aura Session Manager, Multichannel XML Server, Multichannel Desktop Client, Core Server C. Avaya Aura Communication Manager, Avaya Aura Session Manager, Multichannel XML Server, Multichannel Desktop Client D. Avaya Aura Communication Manager, Multimedia Database, Multichannel XML Server, Multichannel Desktop Client Correct Answer: D QUESTION 26 A customer is using Windows Server 2008 to run their Call Center Elite Multichannel server software. Which requirement do they need to configure to install the server software? A. Microsoft.NET Framework 3.5 and Microsoft.NET Framework B. Microsoft.NET Framework 3.5, Microsoft.NET Framework 4.5.1, and IIS C. Windows Firewall Service, Microsoft.NET Framework 4.5.1, and IIS D. IIS only Correct Answer: A

15 Reference: QUESTION 27 A Call Center Elite installation handles approximately 50 calls per hour using 30 agents. You want to expand the Elite installation to double the capacity of calls with 20 agents in another city. Which type of installation should you use when installing a remote Call Center Elite instance? A. Use quick installation of all components B. Use manual installation of all components C. Use manual installation of a few components D. It does not matter which installation method you choose QUESTION 28 When deploying virtual environments, what factors should you consider for your virtual server? A. Configure resources where the virtual appliances are on the same host if possible B. Configure resources on as many separate partitions as possible C. Configure resources for traffic or performance for an average day D. Configure resources in a way that you can monitor their performance regularly

16 QUESTION 29 A customer uses the quick installer to install the core applications for their Call Center Elite Multichannel system. Which three core server applications require manual configuration during the installation process? (Choose three.) A. Media Director B. Call Routing Server C. Interaction Data Server D. Web Chat for IIS E. Media Store Correct Answer: ABC QUESTION 30 Which component of Call Center Elite Multichannel is used to configure the communication resources such as agents, extensions and vectors, and uses AES to communicate with the AES Call Center Multichannel XML Server? A. Call Center Elite Multichannel Desktop B. XML Database C. XML server D. Communication Manager QUESTION 31 A customer has the Call Center Elite Multichannel software installed on their equipment. They have just purchased the feature and want to configure it for their system. What do you recommend the customer should do to install this new feature?

17 A. Recommend that they use the quick installer to upgrade the components they previously had on their server B. Recommend that they install all the Server Utilities one at a time C. Recommend that they use the Server Utilities installation so that they can install the core components of the components D. Recommend that they use the quick installer because it will install all of the components that they need to run the call center with the new features Correct Answer: D QUESTION 32 A customer wants to archive their log files using the Ttrace Log2Zip application Which setting can they choose to archive their files? A. The type of log file and the name B. The period of time, the name, and the files to be archived C. The size of the log file and which files to archive D. The number of lines in the log and the commands Correct Answer: B Reference: (p.49) QUESTION 33 A customer reports that they have an active alarm. The alarm is from the Media Director and reads Device Monitor Failure. What should you advise the customer to do? A. Check the License Director configuration and ensure the service is running B. Restart and Stop the Media Director to resolve the error C. Check the Media Director configuration and Avaya Aura Communication Manager D. Check the device exists in Communication Manager and that it is added in the AES Security database Correct Answer: D

18 Reference: (p.139) QUESTION 34 A configured server does not appear in the Call Center Elite Multichannel Control Panel. Which two steps should you ensure you complete? (Choose two.) A. Stop and restart the services for the server application B. Update the multicast IP address C. Restart the Windows Server D. Update the multichannel server IP address E. Refresh the Control Panel window Correct Answer: AD QUESTION 35 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 Correct Answer: B

19 QUESTION 36 A customer using the TTrace tool has accumulated a lot of log files, and would like to archive them. Where does the customer access the tool that supports the easy archiving of files from the Windows Start menu? A. Click Avaya Aura Call Center Elite Multichannel > Server > Trace System > Archive B. Click Avaya Aura Call Center Elite Multichannel > Server > Trace System > Save us C. Click Avaya Aura Call Center Elite Multichannel > Server > Trace System > Backup D. Click Avaya Aura Call Center Elite Multichannel > Server > Trace System > Log2Zip Correct Answer: D QUESTION 37 A customer reports that they received the message Tserver Link Up. What should you advise them to do? A. Connect the Tserver to establish the link between the Tserver and the Communication Manager B. Check that the Tserver details are correct and AES Server is running C. Check the License Director configuration and ensure that the service is running D. Nothing. This is just a message indicating the specified link is established Correct Answer: B Reference: (p.17) QUESTION 38 Which Elite Multichannel component is responsible for setting up a phantom call on Communication Manager prior to sending a multimedia interaction to an Elite Call Center agent?

20 A. License Manager B. Interaction Data Server C. Call Center Elite Multichannel Server D. Call Center Elite Central Server E. Application Management Director QUESTION 39 When viewing TTrace Process Output, which two statements are true about the output windows? (Choose two.) A. the title bar of the output window shows the date and time B. the title bar of the output window shows the process name, the host name, and the process ID C. the system displays outputs with the newest at the bottom of the display D. the system displays outputs at the top of the display E. the window shows the last 1000 lines of the log file Correct Answer: BC Reference: (p.19)