Avaya Aura® Call Center Elite manages the collection, queuing, assignment and delivery of voice work items to appropriately skilled agents in the contact center. Intelligent routing and resource selection features, determines if customers should be served by the least busy agent, the first available agent, or the agent with skills that best match their needs. Call Center Elite uses the phantom call capabilities of Avaya Aura® Communication Manager to deliver work items to the contact center agents which supports inbound and outbound contacts.
The ACIS – Avaya Aura® Call Center Elite credential validates the candidate has achieved an enhanced level of proficiency required to integrate and implement core and complex products of the Avaya Aura® Call Center Elite.
To earn the ACIS – Avaya Aura®: Call Center Elite, the candidate must pass 7392X, Avaya Aura® Call Center Elite Exam
The recommended training for the credential requirements is in the learning map below.
QUESTION 1
Which three items are needed to properly configure a hunt group in an Expert Agent Selection (EAS) enabled call center? (Choose three.)
A. the Class of Restriction (COR)
B. the group extension
C. the trunk group number
D. the call distribution method
E. the Vector Directory Number (VDN)
Correct Answer: A,B,D
QUESTION 2
When creating a vector directory number, or VDN, which four options must be configured to ensure that the call center works correctly? (Choose four.)
A. Hunt Group
B. Vector
C. Extension
D. Skill Level
E. Agent Login
F. Measured Format
Correct Answer: A,B,D,E
QUESTION 3
To ensure that announcements always start at the beginning when played as part of a vector, which action must be taken?
A. Use Analog announcements only
B. Set the queue field to Yes
C. Use external announcements
D. Create forced announcements
Correct Answer: B
QUESTION 4
A customer wants the ability to track the call types for Automatic Call Distribution (ACD) calls answered by agents. These call types will be defined by the customer.
Which call center feature can the customer use to track their defined call types?
A. Redirection on No Answer (RONA)
B. Call Work Codes (CWC)
C. Least Occupied Agent (LOA)
D. Feature Access Codes (FAC)
E. Multiple Call Handling (MCH)
Correct Answer: B
QUESTION 5
A supervisor with console permission can enter an agent’s login ID, and add or remove an agent’s skill via
Feature Access Code (FAC). Agents can also dial FAC to add or remove a skill.
Which statement is true about the configuration of this feature?
A. The supervisors class of services (COS) must have the field “Add/Remove Agent Skills” set to y.
B. The agent’s COS must have the field “Add/Remove Agent Skills” set to y.
C. The supervisor’s class of restriction (COR) must have the field “Can Force a Work State Change” set to y.
D. The supervisors COS must have the field “Can Force a Work State Change” set to y.
E. The supervisors COR must have the field “Add/Remove Agent Skills” set to y.
Correct Answer: E
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