EMT Practice Test

1. Question Content...

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Question1: Which scope is defined by the time of day variable?

Question2: The Voice Work Item is based on which system parameter feature of the Communication Manager?

Question3: To ensure that announcements always start at the beginning when played as part of a vector, which action
must be taken?

Question4: While configuring the Service Observing feature, which three forms should be configured and/or verified?
(Choose three.)

Question5: 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 customer-options to allow this?

Question6: An email contact is queued up with a medium priority for an agent.
Where is the priority for the contact set?

Question7: A customer has Elite Call Center package and wants Basic Call Management System (BCMS) for reports.
Which statement is true about scenario?

Question8: Customers need to use the extensions 5004 for announcements in a vector but the vector will not save.
To ensure that the resources are configured, what should be done first?

Question9: Which type of virtual routing allows calls among call centers to achieve improved Automatic Call
Distribution (ACD) load balance by comparing sites?

Question10: A customer wants to change the properties of an application.
Which server would the customer use to communicate with the Central repository for all the applications?

Question11: A call is routed to a vector that includes the following command:
Adjunct routing link 6
Which Elite Multichannel component handles the adjunct step for the vector?

Question12: Which three components make up the Elite Multichannel Interaction Data Service suite? (Choose three.)

Question13: The configuration server manager adds agents and supervisors to the Avaya Aura® Call Center Elite
Multichannel Database.
In which database are these details stored?

Question14: Which two roles do vector DNs or VDNs play in a call center? (Choose two.)

Question15: What is the purpose of the XML Server?

Question16: A customer with Avaya Aura® Call Center Elite Multichannel wants the users that share a common
department to share profile characteristics. Each user sits at the same desk every day.
What would be an efficient way of accomplishing this requirement?

Question17: Which properties of the call center must be configured so that hunt groups are treated as skills for the
Automatic Call Distribution (ACD)?

Question18: 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 center feature can the customer use to track their defined call types?

Question19: What is required for a customer to create an ASMSControl database?

Question20: A customer with Avaya Aura® Call Center Elite Multichannel wants to identify and act on abandoned calls
with a callback request.
Which Elite Multichannel component would generate the work item object required to support this request?

Question21: An application developer plans to use an XML component as a data source when using higher level device
components.
Which XML component provides this service?

Question22: Which component provides audio support in Avaya Aura® Call Center Elite?

Question23: A customer with Avaya Aura® Call Center Elite Multichannel would like to see the captured information for
a scheduled job, to see whether or not it was successfully executed, and the time the success or failure
occurred.
Which component is responsible for tracking this information?

Question24: The Avaya Aura® Call Center Elite Multichannel system administrator wants to restrict the agents that can
be monitored by a supervisor to specific, defined groups.
Where are the groups defined?

Question25: Which form displays the total number of Automatic Call Distribution (ACD) agents that can be logged in
simultaneously?

Question26: 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 or remove a skill.
Which statement is true about the configuration of this feature?

Question27: A user has licenses for 50 agents in their Avaya Aura® Call Center Elite Multichannel application. At a
particular time, 30 agents are logged in.
When a new agent logs into a Multichannel Agent Desktop, what can occur?

Question28: Application Management Service is comprised of the Application Management Director and which
additional component?

Question29: Which two statements about Automatic Call Distribution (ACD) with Expert Agent Selection (EAS) disabled
are true? (Choose two.)

Question30: A call center supervisor in an Avaya Aura® Call Center Elite Multichannel system wants to view the agent
state and queue state of the call center.
Which application would the supervisor use to view these pieces of data?

Question31: Which three items are components of Configuration Manager (Choose three.)

Question32: Which three Multichannel Agent Desktop plug-in require the use of the Interaction Data Server? (Choose
three.)

Question33: Which three Vector Directory Number (VDN) parameters are associated with the active VDN? (Choose
two.)

Question34: 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 telephone.
Which call center feature provides this capability?

Question35: When a customer upgrades from Basic Avaya Call Center to Avaya Aura® Call Center Elite, which three
features are added? (Choose three.)

Question36: A call center has eight agents. All of the agents are fluent in English, but four can also speak French.
To enable French speaking callers to talk to the appropriate agents, which Call Center Elite feature allows
you to maximize the staffing resources?

Question37: The Avaya Aura® Call Center Elite Multichannel client is looking to use Preview Contacts in their call
center.
Which two features of preview contacts could they use to ensure that the preview contacts are handled
consistently in the call center? (Choose two.)

Question38: Which statement about real-time reports is true?

Question39: 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?

Question40: A customer is currently using the Communication Manager Automatic Call Distribution (ACD) feature, and
will be enabling the Expert Agent Selection (EAS) feature.
With EAS enabled, which software mechanism is used for queuing?

Question41: A Configuration Client accepts command line parameters that dictate where it retrieves information for the
desktop applications.
What are three possible information sources? (Choose three.)

Question42: Which two parameters must be configured to allow Service Observing while off site? (Choose two.)

Question43: A customer with Avaya Aura® Call Center Elite Multichannel is ready to install and configure Elite
Multichannel Reporting.
Which step must be performed first?

Question44: If an agent has the skills to handle one call:
Call 1, with priority 3 that is queued for 10 minutes with skill level 5
Call 2, with priority 3 that is queued for 15 minutes with skill level 10
Call 3, with priority 5 that is queued for 15 minutes with skill level 15
Call 4, with priority 1 that is queued for 15 minutes with skill level 15
Under the greatest need handling preference, which of the calls with the agent handle first under the
greatest need handling preference?

Question45: A customer with Avaya Aura® Call Center Elite and Call Center Elite Multichannel wants to integrate the
Elite Multichannel Desktop with the Contact Database.
What information will the customer need?

Question46: Which statement about the Avaya Aura® Call Center Elite is correct?

Question47: A customer is planning to use the Application Enablement Server (AES) so they receive an enhanced set
of application programming interfaces that improves the functionality of the Avaya Communication
services.
Which statement describes additional benefits the customer would receive by using AES?

Question48: A customer with Avaya Aura® Call Center Elite Multichannel manages the tasks associated with
scheduled reports through the reporting application.
What is an alternative location for managing scheduled tasks?

Question49: Which three fields on the Vector Directory Number (VDN) from are only Call Center Elite feature related?
(Choose three.)

Question50: With Expert Agent Selection (EAS), when is an agent's internal login ID associated with a specific
telephone?

Question51: The IP services that form on Communication Manager are configured to integrate with which components?

Question52: Where is the Web Chat Gateway installed?

Question53: Which two statements describe steps needed to perform the Application Enablement Service (AES)
configuration with Avaya Aura® Call Center Elite and Call Center Elite Multichannel? (Choose two.)

Question54: Which three statements about configuring a Call Center with the Elite offer are true? (Choose three.)

Question55: Which database does the Elite Multichannel Reporting application use to store tasks?

Question56: The Media Director communicates with multiple components in its role as the queuing engine of the Call
Center Elite Multichannel suite.
To receive multimedia work items, with which server does it communicate?

Question57: Which three items are needed to properly configure a hunt group in an Expert Agent Selection (EAS)
enabled call center? (Choose three.)

Question58: A customer would like to integrate web chat into their call center.
What needs to be configured in the Communication Manager to enable the Web Chat feature?

Question59: A customer with Avaya Aura® Call Center Elite Multichannel wants to enable the routing of customer email
messages based on keywords found in the email's subject, body, or both.
How is this routing of customer emails achieved?

Question60: To gather status and health information about the Avaya Aura® Call Center Elite Multichannel server
applications, which application runs in a Microsoft server environment?

Question61: 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?

Question62: In the call center, to prevent the user from dialing a certain number on the telephone, which action needs
to be taken?

Question63: A call center agent in the Avaya Aura® Call Center Elite Multichannel system receives a web chat
notification.
Which XML application manages the virtual call required for the delivery of the web chat multimedia work
item to the agent?

Question64: Which two statements regarding the description of the License Director features are true? (Choose two.)

Question65: Which two statements correctly describe the benefits of using Expert Agent Selection (EAS)? (Choose
two.)

Question66: Which statement about concurrent agent user licenses is true?

Question67: Avaya Aura® Call Center Elite Multichannel suite is comprised of the Multichannel Server, the Interaction
Data Service server (IDS), and the Database server.
For which service does the IDS provide support?