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Question No : 1
A. Application Enablement Service with CTI
B. Avaya Aura® Media Server with media files
C. Multichannel Agent Desktop with plugins
D. XML Server and the multimedia database
Question No : 2
A. the Vector Directory Number (VDN)
B. the call distribution method
C. the trunk group number
D. the group extension
E. the Class of Restriction (COR)
Question No : 3
A. The components are virtualized and some components can be leveraged using mobile devices.
B. The components are virtualized and are all available in modular components.
C. The components must run on the same dedicated hardware server.
D. The only components that are deployed virtually are System Manager and Communication Manager.
Question No : 4
A. Queue reports can include information about telephony contacts only.
B. Queue reports can include information about voice and multimedia contacts.
C. Telephony-based reports include Agent, Device, and Vector.
D. Agent reports can include information about voice and multimedia contacts.
Question No : 5
Which statement is true about this scenario?
A. BCMS generates Split Reports and not Skills Reports.
B. BCMS has all the functions Call Management System (CMS) supports but with less capacity.
C. BCMS does not support all Call Center Elite features.
D. BCMS is only offered for customers with a Basic Call Center package.
Question No : 6
How is this routing of customer emails achieved?
A. by creating canned messages
B. by creating work items
C. by creating plug-ins
D. by creating rules
Question No : 7
A. System-Parameters Security
B. Special System Parameters
C. Feature-Related System Parameters
D. System-Parameters Customer-Options
Question No : 8
A. XML Server
B. Application Management Service
C. Interaction Data Service
D. Call Routing Server
Question No : 9
In which database are these details stored?
A. ACS database
B. ASMSDataX database
C. ASMSControl database
D. ASContact database
Question No : 10
A. System Manager
B. Communication Manager
C. Avaya Aura® Media Server
D. S8300 Server Blade
Question No : 11
A. It improves agent performance as supervisors have the option to have agents handle calls based on either skill-level or greatest need.
B. It provides basic reporting on Vectors, Agents, and Trunk Groups.
C. It facilitates routing of incoming calls to a Voice Response Unit to facilitate self-service.
D. It provides options for selecting among available agents with the same skill.
E. It enables recorded announcements to be played to incoming calls.
Question No : 12
For which service does the IDS provide support?
A. Management of the application
B. Call Control
C. Real-time data delivery to the desktop
D. Multimedia work items delivery
Question No : 13
B. Agent Login
C. Skill Level
D. Measured Format
F. Hunt Group
Question No : 14
A. Virtual Agent
C. XML Server
E. Voice and Presence
Question No : 15
Adjunct routing link 6
Which Elite Multichannel component handles the adjunct step for the vector?
A. the Configuration Server
B. the Media Director
C. the Task Director
D. the Call Routing Server