EMT Practice Test

1. Question Content...

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Question1: Which three statements about configuring a Call Center with the Elite offer are true? (Choose three.)

Question2: 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?

Question3: 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?

Question4: 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 can receive by using AES?

Question5: While configuring the Service Observing feature, which three forms should be configured and/or verified?
(Choose three.)

Question6: 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?

Question7: Which two statements correctly describe the benefits of using Expert Agent Selection (EAS)? (Choose two.)

Question8: Which three items are components of Configuration Manager (Choose three.)

Question9: 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?

Question10: The configuration server manager adds agents and supervisors to the Avaya Aura® Call Center Elite Multichannel Database.
In which database are these details stored?

Question11: 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?

Question12: Application Management Service is comprised of the Application Management Director and which additional component?

Question13: 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?

Question14: 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?

Question15: Which two statements regarding the description of the License Director features are true? (Choose two.)

Question16: Which statement about real-time reports is true?

Question17: Which two statements about Automatic Call Distribution (ACD) with Expert Agent Selection (EAS) disabled are true? (Choose two.)

Question18: Which form displays the total number of Automatic Call Distribution (ACD) agents that can be logged in simultaneously?

Question19: 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?

Question20: 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?

Question21: 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?

Question22: 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?

Question23: 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?

Question24: An email contact is queued up with a medium priority for an agent.
Where is the priority for the contact set?

Question25: A customer with Avaya Aura® Call Center Elite Multichannel is ready to install and configure Elite Multichannel Reporting.
Which step must be performed first?

Question26: 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.)

Question27: 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.)

Question28: Which statement about concurrent agent user licenses is true?

Question29: 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?

Question30: 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?

Question31: The Voice Work Item is based on which system parameter feature of the Communication Manager?

Question32: The IP services that form on Communication Manager are configured to integrate with which components?

Question33: To gather status and health information about the Avaya Aura® Call Center Elite Multichannel server applications, which application runs in a Microsoft server environment?

Question34: 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?

Question35: Which component provides audio support in Avaya Aura® Call Center Elite?

Question36: Which two parameters must be configured to allow Service Observing while off site? (Choose two.)

Question37: Which database does the Elite Multichannel Reporting application use to store tasks?

Question38: When a customer upgrades from Basic Avaya Call Center to Avaya Aura® Call Center Elite, which three features are added? (Choose three.)

Question39: Which statement about the Avaya Aura® Call Center Elite is correct?

Question40: Which scope is defined by the time of day variable?

Question41: What is the purpose of the XML Server?

Question42: A customer has Elite Call Center package and wants Basic Call Management System (BCMS) for reports.
Which statement is true about scenario?