Download Avaya Aura Call Center Elite and Call Center Elite Multichannel Support Exam.7491X.PracticeTest.2018-04-13.39q.vcex

Vendor: Avaya
Exam Code: 7491X
Exam Name: Avaya Aura Call Center Elite and Call Center Elite Multichannel Support Exam
Date: Apr 13, 2018
File Size: 133 KB
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Demo Questions

Question 1
If your software is not working, what is the best practice to determine how to fix the concern?
  1. Use the nine disciplines associated with troubleshooting to identify and describe the problem
  2. Do a root cause analysis and gather information to solve the problem to prevent future issues
  3. The ability to get the software running immediately will solve all business needs
  4. Monitor logs and alerts for information for a few months to determine the problem
Correct answer: D
Question 2
A company using Avaya Aura® Call Center Elite is experiencing problems configuring vectors. The vector is not routing calls to a particular queue. Vectors are routing calls to other configured queues correctly. 
As a part of a good Global Support Services (GSS) methodology, what should the company do next?
  1. Take corrective action for the vector configuration, by reviewing the current situation and modifying it until the vector queues calls properly
  2. Reduce or eliminate the business impact of the vector by testing the vectors
  3. Identify components where the queue is configured, including the switch, the communication manager, and the programming of the vector, and formulate a hypothesis for testing
  4. Determine the frequency and severity of the issue where the vector does not route calls properly
Correct answer: C
Question 3
A customer has a problem with the Call Center Elite Multichannel Media Store. They cannot connect to a database and access the media store. 
What would be helpful to narrow the fault domain?
  1. The customer should ensure that the core services are running and that the software is installed
  2. The customer should ensure that the software is installed
  3. The customer should ensure that the database software is installed
  4. The customer should ensure that the services are running
Correct answer: A
Question 4
You can reduce time-to-resolution for complex multi-product issues through a repeatable and systematic approach. 
Which stage is NOT a good stage to use when developing a resolution plan?
  1. Hypothesis Testing
  2. Remediation
  3. Prevention
  4. Problem Analysis
  5. Reproducing the Error
Correct answer: B
Question 5
With consideration to the Avaya Global Support Services troubleshooting methodology, which step is most important when developing a hypothesis for troubleshooting software?
  1. Implementing corrective actions
  2. Choosing corrective actions
  3. Recognizing the problem
  4. Determining the triggers
Correct answer: D
Question 6
You have Avaya Aura® Call Center Elite Multichannel installed on a Windows 2012 Server. 
How do you locate server application events?
  1. Use the ping command to check reachability
  2. Use the Communication Manager to check programming
  3. Use Windows Services to check for log files
  4. Use TTrace to review events on the server
Correct answer: D
Question 7
How should you track problems in a Call Center Elite installation?
  1. Use the error command in Communication Manager
  2. Use the trace command in Communication Manager
  3. Use the log file at C:/Windows/Desktop
  4. Use the log file at C:/Windows
Correct answer: B
Question 8
A customer wants to evaluate Call Center Elite/Communication Manager system performance to observe usage trends and recommend updates or corrective actions. 
Which object should the customer check to evaluate the system performance?
  1. System files
  2. Trace files
  3. Log files
  4. Traffic reports
Correct answer: D
Question 9
A customer wants to reduce costs in their contact center. They choose to employ Network Call Redirection (NCR) to eliminate as much private network cost as possible. The call center is using Best Service Routing (BSR) to distribute calls to multiple centers. 
Which command in the vector would invoke NCR when using BSR?
  1. route-to number 112920414
  2. route-to number r112920414
  3. queue-to best
  4. reply-best
Correct answer: C
Explanation:
Reference: https://downloads.avaya.com/elmodocs2/lcc/cc_r9_2/215893_2/233759_2/233759_2.pdf (p.10)
Reference: https://downloads.avaya.com/elmodocs2/lcc/cc_r9_2/215893_2/233759_2/233759_2.pdf (p.10)
Question 10
Which three statements are true about virtual routing? (Choose three.)
  1. CTI is a required component for multi-site configuration
  2. Virtual routing allows the call centers to be transparent, and act as a virtual call center that is transparent to the user
  3. Virtual routing involves only contacts that are non-voice related such as email and chat
  4. Virtual routing can be implemented in single-site or multi-site configuration
  5. Virtual routing determines where to route the call according to the criteria: Look-ahead interflow or Advanced look-ahead interflow
Correct answer: ADE
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