EMT Practice Test

1. Question Content...

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Question1: When deploying a virtual environment, you should configure the applications in a specific order.
Which option provides the best order to verify the virtual environment?

Question2: A customer using the TTrace tool wants to see a list of services that have been configured, and also select their respective logging levels.
Which TTrace tool will accomplish this?

Question3: You have Avaya Aura® Call Center Elite Multichannel installed on a Windows 2012 Server.
How do you locate server application events?

Question4: Which two components installed on the same PC does the TTrace tool require? (Choose two.)

Question5: You are having problems with Avaya Aura® Call Center Elite Multichannel and you are considering a work around.
In which phase of the 8 disciplines of troubleshooting do you try to see if you can work around the problem until a more permanent solution is found?

Question6: 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?

Question7: Which two vector variable types are strictly global in scope? (Choose two.)

Question8: Refer to the exhibit.

Given existing variable values on the vector step in the exhibit, what will be the resulting value of Variable
"A"?

Question9: You need to troubleshoot your Best Service Routing (BSR) polling vectors to verify that they are operating as intended.
Which command do you use to do this?

Question10: A customer wants to routinely monitor their vectors for unexpected results.
How should they monitor their results?

Question11: Refer to the exhibit.

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

Question12: Before you call Global Support Services (GSS), you must have a good understanding of the problem.
Which three questions should you be able to answer before you call GSS? (Choose three.)

Question13: A customer using the TTrace tool wants the TTrace system to send an email when the system logs a particular type of alarm on the TTRace server.
Which TTrace tool will accomplish this?

Question14: To improve call handling and agent productivity you set up a vector using Look Ahead Interflow to check if the remote site can accept a call and has an agent available. You only want to interflow calls that are at the top two positions queue.
Which command would be entered in the vector to accomplish this?

Question15: If your software is not working, what is the best practice to determine how to fix the concern?

Question16: 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?

Question17: 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?

Question18: 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.)

Question19: A customer wants to archive their log files using the Ttrace Log2Zip application Which setting can they choose to archive their files?

Question20: 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?

Question21: 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?

Question22: When a customer generates a TTrace log file there are specified components in each line item of the log file.
Which data do these components include?

Question23: A customer wants to use the TTrace application on their desktop to monitor remote servers.
Is this possible?

Question24: Which two locations are best to install the TTrace components? (Choose two.)

Question25: 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?

Question26: 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?

Question27: Which two commands will assess the behavior of a command that is used to route calls? (Choose two.)

Question28: 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?

Question29: You need to troubleshoot Best Service Routing (BSR) vectors for multi-site routing to verify that they are operating as intended.
Which command would you use to do this?

Question30: Which operator of the SET command allows you to check number validation in dialed strings using Luhn's algorithm?

Question31: 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?

Question32: 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?

Question33: Refer to the exhibit.

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

Question34: What is the process for routing calls to one or more networked locations that appear as a single center called?

Question35: There are four main components of the Call Center Elite Multichannel configuration.
Which list contains all of the main components?

Question36: When viewing TTrace Process Output, which two statements are true about the output windows? (Choose two.)

Question37: When deploying virtual environments, what factors should you consider for your virtual server?

Question38: 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?

Question39: Which of the following is important when considering regular call center operations?

Question40: A customer has the Call Center Elite Multichannel software installed on their equipment. They have just purchased the Email feature and want to configure it for their system.
What do you recommend the customer should do to install this new feature?

Question41: What are three advantages of the Avaya Customer Experience Virtualized environment? (Choose three.)

Question42: A call center has two sets of server applications in the primary location, Seattle and in the secondary location, New York. In Seattle, a significant storm has shut down the offices and there is no electricity available.
What happens with the call center?

Question43: How should you track problems in a Call Center Elite installation?

Question44: Which three statements are true about virtual routing? (Choose three.)

Question45: A customer wants to configure their call center for emergencies.
What action would you advise the call center supervisor to use to configure an alternate call path in case of a disaster?

Question46: Refer to the exhibit.

You configured vectors in your New York and Denver locations to use 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 calls are interflowing to Denver.
What would cause calls to interflow to Denver?

Question47: 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?

Question48: What property of the SET command makes the command unique when dealing with variables?

Question49: Which vector object can replace the Time of day (TOD) global Vector Variable?

Question50: With consideration to the Avaya Global Support Services troubleshooting methodology, which step is most important when developing a hypothesis for troubleshooting software?

Question51: Best Services Routing (BSR) determines the best resource to service a call by examining which three variables? (Choose three.)

Question52: 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.)

Question53: 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?

Question54: A configured server does not appear in the Call Center Elite Multichannel Control Panel.
Which two steps should you ensure you complete? (Choose two.)

Question55: A call center where agents handles customers with account numbers is using Call Center Elite. The call center wants to offer a survey to customers who complete their tasks to determine the level of service they have received.
What feature would you suggest the call center offers a survey to the people who have called?

Question56: A customer reports that they received the message 'Tserver Link Up'.
What should you advise them to do?

Question57: Which three server applications can be duplicated to provide a level of redundancy? (Choose three.)

Question58: 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?

Question59: 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?

Question60: 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?

Question61: 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.)

Question62: 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?

Question63: 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?

Question64: In TTrace Console, a customer wants to change the Call Center Elite Multichannel server they are monitoring.
In which menu in the TTrace Console does the customer need to change this setting?

Question65: Refer to the exhibit.


A call center administrator has devised a way to provide special treatment for high profile customers, by filtering these agent's Automatic Number Identification (ANI) using a vector routing table, and interflowing these calls to be queued at a higher priority. Unfortunately, after the new VDN/vector steps were implemented, those customers are queuing to the incorrect group of agents.
What would be the reason for this?