Avaya Call Center Elite and Call Center Elite Multichannel Support

1.

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?

list trace stations list trace vector list trace trunk list trace trac

2.

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

Vector Routing Table Business Schedule Table Service Hours Table Policy Routing Table

3.

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?

Set a value variable and change the value assigned using a feature access code Set a trunk group and change the trunk number using a variable Set a vector directory number with a collect-type variable Set a feature access code that detects a power outage and reroutes calls automatically

4.

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

The SET command allows variables to be manipulated using arithmetic and string operators The SET command allows you to place calls in a particular queue The SET command allows a group of variables to follow a specific pattern The SET command reassigns variables to new values during the process of a vector

5.

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?

When the primary XML Server loses power, the secondary XML server in New York has to be manually set by the IT department. It then can signal to deliver work items to agents. When the primary XML Server loses power, the secondary XML server in New York will take a few seconds to automatically connect. It then can signal to deliverwork items to agents. When the primary License Director Server loses power, the License Director server in New York automatically starts the XML and Media Director Servers tostart routing contacts to agents. When the primary License Director Server loses power, the License Director server requires a manual restart to control the XML Server in New York. Contactsare then routed to agents.

6.

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

Use the nine disciplines associated with troubleshooting to identify and describe the problem Do a root cause analysis and gather information to solve the problem to prevent future issues The ability to get the software running immediately will solve all business needs Monitor logs and alerts for information for a few months to determine the problem

7.

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?

The customer should ensure that the core services are running and that the software is installed The customer should ensure that the software is installed The customer should ensure that the database software is installed The customer should ensure that the services are running

8.

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?

Hypothesis Testing Remediation Prevention Problem Analysis Reproducing the Error

9.

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

Implementing corrective actions Choosing corrective actions Recognizing the problem Determining the triggers

10.

You have Avaya Aura

Use the ping command to check reachability Use the Communication Manager to check programming Use Windows Services to check for log files Use TTrace to review events on the server

Avaya Call Center Elite and Call Center Elite Multichannel Support

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