EMT Practice Test

1. Question Content...

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Question1: How can an installer identify if a customer has the Call Center Elite package?

Question2: Which Expert Agent Selection (EAS), an agent's internal login ID is associated with a specific telephone.
When does this happen?

Question3: How many days of historical data are shown in the Basic Call management System (BCMS) Split 50 day report?

Question4: A supervisor wants to endure that a specified group of agents logout at a specified time during the work week.
How can this be accomplished?

Question5: A supervisor like a summary report from Basic Communication Management System (BCMS) and is not sure what data items are available for this report.
Which three objects are available for a summary report? (Choose three)

Question6: A situation has come up where it is necessary to have more than one service observer active against a Vector Directory Number (VDN).
Which two parameters are necessary to make that happen? (Choose two.)

Question7: The claims department of an insurance company must separate calls by area code. Some groups of agents can only handle calls Item one area code, while other groups of agents can handle multiple a codes.
Which group of vector steps would satisfy this requirement?

Question8: A customer has Elite Call Center package and wants Basic Call Management System (BCMS) for reports.
Which statement is true about this scenario?

Question9: Which two benefits to a Call Center does the Call Vectoring feature provide? (Choose two.)

Question10:
Given the Information in the exhibit, which skill number will the next call be served by, and at which step will vector processing end?

Question11: As a call center supervisor you have 12 agents that report to you. The Basic Call management System (BCMS) is reporting a particular agent taking 10 calls during a 1 hour interval. The agent is claiming to have taken 100 calls. You find that one of the calls spanned more than one time interval.
Which statement about Automatic Call Distribution (ACD) explain, the discrepancy in the BCMS report?

Question12: You are preparing the implementation call flow documents for a customer in the balancing industry. One of the customer's requirements is to have a forced two minute After Call Work (ACW) for calls regarding credit fraud. All other calls need to have a 15 second ACW.
How can this be accomplished?

Question13: A customer has Avaya Communications systems located in Detroit, Chicago and Denver. All three systems are connected via ISDN Tie dunks. The customer is implementing multi site Best Services Routing (BSR) to intelligently compare resources and find the best call center to service their calls. Status polls from the Denver location to Detroit consistently fail.
What are two reasons that could be the root cause for this failure? (Choose two.)

Question14: Which set of Vector Directory Number (VDN)/Vector types are used for multi-site Best Service Routing (BSR)?

Question15: A customer wants to start "Service Observing" while off site.
Which two parameters must be configured to allow this? (Choose two.)

Question16: An agent has just logged into a skill, but has not made themselves ready to answer queue calls.
Which work mode is the agent using for that skill?

Question17: What are three added features when you upgrade form Basic Avaya Call Center to Avaya Call Center Elite? (Choose three.)

Question18: A contact center supervisor frequently uses Call Management System (CMS) to manually move agents into skill that are not primary assignments for those agents, due to the needs of the business and to unexpected fluctuations in call volumes?
Which feature could automate this process for the supervisor by the activation of reserve agents?

Question19:
Based on the agent idle time and call flow the exhibit, to which location will the queued?

Question20: Best Services Routing (BSR) allows adjusting the idle time of agents in determining agent selection.
When considering the step adjustment being set to 20 for a given location, which statement about agent adjustments for the consider location step is true?

Question21: Why would a vector skip the step "queue to skill" and go to the next step without planning the call in queue?

Question22: Which two Vector Variable types are strictly global in scope? (Choose two.)

Question23: What are two of the benefits of using Expert Agent Selection (EAS)? (Choose two.)

Question24: What provides built-in real and historical reporting capabilities for the call center, including reports for Splits/Skill, Agents, Vector Directory Numbers (VDNs) and trunk groups?

Question25: 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?

Question26: A supervisor would like to have their agents automatically log out at a specific time.
Which administration form is used to configure this functionality?

Question27: Which three items are needed to properly configure a hunt group in an Expert Agent Selection Call center?
(Choose three.)

Question28: In an Expert Agent Selection (EAS) Call Center, the customer wants queued calls to be answered by the agent that has been available the longest. Skill level is not an important factor when routing the queued calls to an agent.
Which type of call distribution method should the hunt group be configured to achieve this?

Question29: Which three statements about circular hunt groups are true? (Choose three)

Question30: A customer is having issues with the amount of calls answered by a certain group of agents Which three tools or commands can be used to track call activity in nearly teal time? (Choose three)

Question31: 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, regardless of which site is deemed "best".
Which licensed feature must be activated to accomplish this?

Question32: A call center supervisor uses Basic Call Management System (BCMS) to monitor a split. When running the command monitor bcms split 30 there are two agents shown with the state of "other".
Which three statements describe why the agent's state would be "other"? (Choose three)

Question33: You need to troubleshoot Best Services Routing vectors to verify that they are operating as intended.
Which two commands would you use to do this? (Choose two.)

Question34: Before beginning a customer contact center design, which three design elements are needed? (Choose three)

Question35: Refer to the Exhibit.

Given the information in the exhibit, what happens to a call if someone calls this vector on January 1 at
10:00?

Question36: When planning a call center implementation, what is the Agent Skills Worksheet used for?

Question37: A call center operations manager wants agents to manually enter a code to identify the reason for being in auxiliary (AUX) work status.
Which feature must be activated on the system-parameters custom-options to allow this?

Question38: Which three fields on the Vector Directory Number (VDN) from disappear upon setting Meet-me Conferencing to yes? (Choose three.)

Question39: Agents/Supervisors want to have the ability to login/logout of splits/skills, change their work mode, and perform service observing.
What is used to facilitate this ability?

Question40: While configuring a vector using the best Service Routing feature, the installer was not able to use the consider location command.
Why did the installer encounter this feature?

Question41: A customer has Business Advocate (BA) features turned on.
Which technique can be used to protect the predetermined level of service to a valued skill, II volumes or agent staffing levels change abruptly?

Question42:
You configured vectors in New York and Denver locations to 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 all calls are interflowing to Denver.
What would cause all calls to interflow to Denver?

Question43: Which two statements about Automatic Call Distribution (ACD) with Expert Agent Selection (EAS) disabled are true? (Choose two.)

Question44: Clear Caller info field in the system-parameters-features form is being implemented for a call center that is in the medical industry.
Which three options can be set in the field to clear the caller's information from the agent's station lay?
(Choose three.)

Question45: Which vector object can replace the Time of Day (TOD) global Vector Variable?

Question46: Improve call handling and agent productivity you set up a vector using Look Ahead Interflow to check id site can accept a call and has an agent available. You only want to Interflow calls that are at the top two positions of the queue.
Which command would be entered in the vector to accomplish this?

Question47: While configuring the Service Observing feature, which three forms should be configured and/or verified?

Question48: A customer wants the ability to request unavailable agents for a specific skill, and have those agents be made available to take calls?
What calls center feature can provide this ability?

Question49:
A single vector can serve multiple Vector Directory Numbers (VDN). VDN and vector variables can greatly ease administration.
Given the information in the exhibit when a caller is queued in vector 1999 via VDN 7200, which announcement will be played on step 6?

Question50: Which three monitor commands are available with Basic Call Management System (BCMS)? (Choose three)

Question51: A very large contact center needs to have several agents logged into as many as 20 skills simultaneously as a backup.
Which feature must be licensed to allow for this number of assignments?

Question52: You want to view the most detailed Basic Call management System (BCMS) data for hunt group 100 for only the current day.
Which command will accomplish this?

Question53: A customer wants to routinely monitor their vectors for unexpected results.
How would they monitor their results?

Question54: 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?

Question55: Direct Agent calls are not getting counted correctly in Call Management System (CMS).
What must be administered so that Direct Agent calls are measured properly?

Question56: 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?

Question57: You need to troubleshoot their Best Services Routing polling vectors to verify that they are operating as intended.
Which command would you use to do this?

Question58: A customer wants the ability to track the call types for Automatic Call Distribution (ACD) calls answered by agents. These call types will be defined by the customer.
Which call feature can the customer use to track their defined call types?

Question59: Which two statements describe the benefits of the Business Advocate (BA) feature? (Choose two.)

Question60: The first administered extensions in the hunt-group screen is usually serving a call, and is often referred to as 'hot seat'.
What is the name of this call distribution method?

Question61: Which two results are modified using "adjust by" when configuring Best Service Routing (BSR)? (Choose two)

Question62: The Vector Directory Number (VDN) of Origin Announcement (VOA) provides agents with a short message about a callers city of origin or requested service based on the VDN used to process the call.
Which three items should be verified if the agents are not receiving this message? (Choose three.)

Question63: Which two Vector Directory Number (VDN) parameters are associated with the active VDN? (Choose two)

Question64: Which three parameters of the list command provides information about the Policy Routing Table (PR)?
(Choose three)

Question65: You are implementing a new contact center and gathering all information for the new agents. The Communication manager (CM) Agent Login ID form is populated from information gathered on the Agent Skills Worksheet.
Which three items are included on this worksheet? (Choose three)

Question66: A supervisor with console permission can enter an agent's login ID, and add or remove- an agent's skill via feature access code (FAC). Agents can also dial FAC to add 01 remove a skill.
Which statement is true about the configuration of this feature?

Question67: You are tasked to run Basic Call Management Reports (BCMS) on your call center agents. You need to run a report to find out how many calls each agent took the previous day.
Which command is used to run this report?

Question68: A customer informs you that they are unable to service observe a new agent.
Which three items would you check to verify the ability to service observe? (Choose three.)

Question69: Which three statements are true about configuring a Call Center with the Elite offer? (Choose three)