Test4pass Expert In IT Certification Exams
 
 



Exam : Avaya 132-S-720.1

Title : Specialist Call Center
Implement and Support
Elective Exam








Version : Demo










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Test4pass Expert In IT Certification Exams


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Test4pass Expert In IT Certification Exams
 
 

1. Communication Manager provides integrated reporting capabilities for ACD information Which two are
valid Communication Manager commands for viewing real time ACD information? (Choose two)
A. monitor traffic hunt
B. list measurements skill summary
C. monitor bcms system
D. monitor bcms vector
Answer: AC

2. Best Services Routing allows adjusting the idle time of agents in determining agent selection. If the
consider step adjustment is set to 20 for a given location, which statement is true of
agent adjustments for the consider location step?
A. The agents idle time is always adjusted up by 20 seconds.
B. The agents idle time is adjusted up by 20% unless the idle time is greater than 100 seconds at which
point isadjusted up by 20 seconds.
C. The agents idle time is always adjusted down by 20 seconds.
D. The agents idle time is decreased by 20 seconds unless the idle time is greater than 100 seconds at
which point it is decreased by 20%
Answer: D

3. Which of the following is not a valid connectivity test available using the Applications Enablement
Services Utilities menu available from OAM?
A. TSALI Test
B. Ping Host
C. ASAI Test
D. Traceroute
Answer: D

4. Your customer's call flows are nearly identical. To speed up programming you are using "duplicate vector
10" with the qualifier, "start 15". What does the qualifier "start 15" do?
A. Duplicates vector 10 starting at step 15.

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Test4pass Expert In IT Certification Exams
 
 

B. Duplicates vector 10 as new vector 15.
C. Duplicates vector 10 fifteen times.
D. Duplicates vector 10 to first available vector number after 15.
Answer: D

5. Call Center agents have approached their supervisor to advise that not all agents in the same group are
receiving calls in an e3quitabgle distribution. Which two Expert Agent Selection
(EAS) features should the call center supervisor verify are consistent with the agents in that group?
(Choose two.)
A. Service Level Override
B. Call Handling Preference
C. Skill Level
D. Extension Split Assignments
Answer: BC

6. You have been assigned a project to add an ACD to an existing Avaya Call Management (CMS) The
customer has requested that Avaya provide a turn-key implementation.Which three resources will you
schedule? (Choose three)
A. Communication solutions integration-provisioning
B. Communication and Solution Integration (C&SI)
C. software specialist
D. on-site technician
E. Network Integration Center (NIC)
Answer: ABD

7. After completing the administration for Expert Agent Selection (EAS),you are unable to log in an
administered agent ID. What are three possible issues that would cause the problem?
(Choose three)
A. The administered agent of logged in the dial plan
B. The maximum number of logged in agents has been reached.

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Test4pass Expert In IT Certification Exams
 
 

C. EAS is not active on the System Parameters System Features form
D. The agent ID does not have the appropriate skills assigned
Answer: BCD

8. Your customer is implementing an AE Services 4.0 and has purchased software only solution What
hardware and software must the customer provide?
A. server hardware platform and Red Hat Enterprise Edition 3
B. server hardware platform and Red Hat Enterprise Edition 4
C. server hardware platform, Red Hat Enterprise Edition 6, and third-party software required for AE
Services
D. server hardware platform, Red Hat Enterprise Edition 3, and third-party software required for AE
Services
Answer: B

9. A customer wants to upgrade their current Basic Call Management Reporting Desktop (BCMRD) R2V4
computer from their existing computer running Windows 2000 Server Operating
System (OS). Intel Pentium III processor. 128MB RAM. USB 1.0 and serial ports. Based on BCMRD
product requirements, which of the proposed selections will fill this need?
A. Windows XP OS. Intel Xeon Processor. 128 MB RAM. Serial Only, no USB ports
B. Windows Vista OS. AMD Athlon Processor. 256MB RAM. USB 1.0 Only, no Serial ports
C. Windows 2003 Server OS. Intel Pentium IV Processor, 256 MB RAM. USB 2.0 Only, no Serial ports
D. Windows XP OS. Intel Dual Core 2 Processor. 128 MB RAM. USB 2.0 and Serial ports
Answer: C

10. Your customer has commissioned agent who take both service related calls well as sales opportunity
calls. The agents receive a commission on all sales. Which Business Advocate
feature would assure that agents are provided equal opportunity to take sales related calls?
A. Service Objective
B. Percentage Allocation Distribution
C. Service Level Supervisor

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Test4pass Expert In IT Certification Exams
 
 

D. Reserve Agent
Answer: B

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