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The Avaya Aura Call Center Elite Support Exam (7492X)is a requirement to earn the ACSS - Avaya Aura Call Center Elite credential. This exam has 52 questions and the minimum passing score is 68% (35 of 65 correct). The candidate has 90 minutes to complete this exam.

Describe virtual routing such as:

Look Ahead interflow (LAI)

Enhanced Interflow

Basic Service Routing (BSR)

Adjunct Routing

Network Call redirection (NCR)

●Troubleshoot using the Communication Manager Denial Event.

●Describe the troubleshooting tools in CM and apply troubleshooting command such as “list trace vdn”, “list trace vector” and “list trace station”

●Describe the troubleshooting tools in CM and apply troubleshooting commands such as “list trace vdn”, “list trace vector” and “list trace station”

●Describe Business Advocate (BA) with fundamental call center questions

●Understand the common problems that traditional ACD calling centers experience and how Business Advocate can help overcome these problems.

●Troubleshooting the Avaya Aura? Media Server.

●Describe the vector variable operations.

●List Trace, Display Events, and List Usage.

●Troubleshoot common call vectoring issues.

●Describe the Best Service Routing feature in Avaya Aura? Call Center Elite.

●Describe the Best Service Routing in a multisite environment

●Describe the Service Level Maximizer (SLM)

●Describe the capabilities and features of Dynamic Business Advocate.

A. Display events extension

B. Display events vector

C. List trace vector

D. List trace extension

A. CTI is a required component for multi-site configuration.

B. Virtual routing allows the call centers to be transparent, and act as a virtual call center that is transparent to the user.

C. Virtual routing involves only contacts that are non-voice related such as email and chat.

D. Virtual routing determines where to route the call according to the criteria: Look-ahead interflow or Advanced look-ahead interflow.

E. Virtual can be implemented in single-site or multi-site configuration.

A. The agent’s idle time is always adjusted up by 20 seconds.

B. The agent’s idle time is always adjusted down by 20 seconds.

C. The agent’s idle time is decreased by 20 seconds, unless the idle time is greater than 100 seconds at which point it is decreased by 20%.

D. The agent’s idle time is adjusted up by 20%, unless the idle time is greater than 100 seconds at which point is adjusted up by 20 seconds.

A. The vector is activated when the given remote server is the best available.

B. The vector contacts the specified remote servers, and collects information from that remote server.

C. The vector compares skills at its location and replies to the origin server with information on the best of these skills and estimated wait times (EWT).

D. The vector queues the call to the resource that is likely to provide the best service.

A. Troubleshooting Avaya Aura? Call Center Elite

B. Programming Call Vectoring Features in Avaya Aura? Call Center Elite

C. Administrator Guide for Avaya Communication Manager

D. Feature Description and Implementation for Avaya Communication Manager

A. The second leg of the call is set up by the redirecting Communication Manager.

B. Network Call Deflection is only available in Europe and must be compliant with ETSI Supplementary Service Network Call Deflection.

C. Announcement, collect digits, converse-on, wait for hearing music, wait for the hearing announcement, ringback, or silence cannot be used for NCD.

D. NCD by the PSTN can occur only if the incoming call to the Avaya Aura? Communication Manager is not answered.

E. A route-to number r13035485103 must be used in vector step processing, and Net Redir=y in the BSR Application plan.