QUESTION: 13

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?

Call Work Codes
Authorization Codes
Reason Codes
AUX State Codes

Answer(s): C

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QUESTION: 14

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

System Parameters Customer-Options
Class of Restriction
VuStats Display
Feature-Related System Parameters
Class of service

Answer(s): B,C,D

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QUESTION: 15

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

Agents should log in manually to each split.
Agents could be logged in to 20 splits maximum.
Splits could be measured by Basic Call Management System (BCMS).
After an ACD-call, an agent will automatically change its state to AUX.

Answer(s): A,C

Reference:

Avaya AuraTM Call Center 6.0 Overview Page 18

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QUESTION: 16

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?

Variable in Vectors
Adjunct Routing
Forced Agent Logout from the After Call Work (ACW) mode
Redirection on No Answer (RONA)

Answer(s): D

Reference:

Administering Avaya AuraTM Call Center Features 6.0 Page 223

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