Which two benefits to a Call Center does the Call Vectoring feature provide? (Choose two.)

The ability to change the skills assigned to an agent
The conditional call treatment or routing based on parameters such as time of day, day of holidays, etc.
The ability for an agent to answer multiple Automatic Call Distribution (ACD) calls
The ability for supervisors to monitor an agent's ACD calls
The customized handling of incoming calls via programmed commands

Answer(s): B,E

Avaya AuraTM Call Center 6.0 Overview Page 20

Which scope is defined by the time-of-day (TOD) variable?

Answer(s): B

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

Answer(s): A,C

Administering Avaya AuraTM Communication Manager page 504

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

It improves agent performance as supervisors have the option to have agents handle calls based on either skill level or greatest need.
It provides basic reporting on Vectors, Agents, and Trunk Groups.
It facilitates routing of incoming calls to a Voice Response Unit to facilitate self-service.
It provides options for selecting among available agents with the same skill.
It enables recorded announcements to be played to incoming calls.

Answer(s): A,D

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