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3304-1 - Avaya Call Center Elite Implementation and Maintenance - Dump Information

Vendor : Avaya
Exam Code : 3304-1
Exam Name : Avaya Call Center Elite Implementation and Maintenance
Questions and Answers : 69 Q & A
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3304-1 Questions and Answers

Pass4sure 3304-1 Dumps with Real Questions & Practice Test


image


Given the Information in the exhibit, which skill number will the next call be served by, and at which step will vector processing end?


  1. skill 3; step 3

  2. skill 2; step 5

  3. skill 2; step 8

  4. skill l; step 5


Answer: C


Explanation:

the check skill command in step 8 attempts to queue the call according to the parameter indicated (if calls-queued < 2) to the skill group that corresponds to the 3rd VDN skil (skill 2)


QUESTION: 66

In an Expert Agent Selection (EAS) Call Center, the customer wants queued calls to be answered by the agent that has been available the longest. Skill level is not an important factor when routing the queued calls to an agent. Which type of call distribution method should the hunt group be configured to achieve this?


  1. Direct Department Calling (DDC)

  2. Uniform Call Distribution Most Idle Agent (UCD-MIA)

  3. Uniform Call Distribution-Least Occupied Agent (UCD-LOA)

  4. Dynamic Agent Selection (DAS)

  5. Expert Agent Distribution-Most Idle Agent (EAD-MIA)


Answer: B


Reference:

AdministeringAvaya Aura™Call Center Features 6.0 page 224


QUESTION: 67

The claims department of an insurance company must separate calls by area code. Some groups of agents can only handle calls Item one area code, while other groups of agents can handle multiple a codes. Which group of vector steps would satisfy this requirement?


  1. goto vector 21 @ step 1 if ani = 201 + goto vector 21 @ step 1 if ani = 212 + goto vector 23 @ step 1 if ani in table 1 goto vector 24 @ step 1 if ani in table 2

  2. goto vector 21 @ step 1 if ani = 201? goto vector 21 @ step 1 if ani = 212? goto vector 23 @ step 1 if ani in table 1 goto vector 24 @ step 1 if ani in table 2

  3. goto vector 21 @ step 1 if ani = 201 goto vector 21 @ step 1 if ani = 212 goto vector 23

    @ step 1 if ani in table 1 goto vector 24 @ step 1 if ani in table 2

  4. goto vector 21 @ step 1 if ani = 2?1 goto vector 21 @ step 1 if ani = 2?2 goto vector 23

@ step 1 if ani in table 1 goto vector 24 @ step 1 if ani in table 2


Answer: A


Reference:

Programming Call Vectors in Avaya Aura™Call Center 6.0 page 52


QUESTION: 68

You are tasked to run Basic Call Management Reports (BCMS) on your call center agents. You need to run a report to find out how many calls each agent took the previous day. Which command is used to run this report?


  1. monitor bcms agent 1234 day mm/dd

  2. list bcms agent mm/dd

  3. list bcms agent mm/dd

  4. list bcms agent 1234 day mm/dd


Answer: D


Reference:

07-300061 page 29


QUESTION: 69

Why would a vector skip the step "queue to skill" and go to the next step without planning the call in queue?


  1. because all agents are unavailable or on a call

  2. because no agents are logged in

  3. because the queue limit has been reached in the hunt group

    image

  4. because there is a route-to command after the queue-to command


Answer: C


Avaya 3304-1 Exam (Avaya Call Center Elite Implementation and Maintenance) Detailed Information

Credentials & Certifications
Sharpen Your Technical Skills—Get Certified on Avaya Solutions
Professional Credentials and Technical Certifications
For every level of knowledge and expertise, Avaya certification programs can enhance your ability to effectively deploy and use Avaya communications applications and technology.
Programs are available by area of focus and for different skill levels. Courses include rigorous study and hands-on learning, complimented by a blend of online tests and proctored exams to validate your competencies. Certifications require passing scores on all examinations.
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The Avaya Professional Credential Program is designed to ensure individuals have the knowledge and skills to successfully sell, design, implement, and maintain Avaya products and solutions that exceed customer expectations.
The Avaya Professional Credential Program consists of Sales, Design and Support Credentials and distinguishes between Solution Credentials and Product specific Credentials.
To learn more about the Program select the individual graphics above or the workbook tabs.
Avaya Professional Credentials and Certifications
The Avaya Professional Credential Program consists of Sales and Services Credentials, and uses a blend of Online Tests and Proctored Exams to validate competencies. Refer to the Avaya Professional Credential Program Overview for details.
In support of the credential program, Avaya Learning offers a wide variety of training content to meet the needs of our Partners, Customers, and Associates.
Fundamental to all Avaya Professional Credentials is a solid understanding of the core technologies upon which the products and solutions are built. Avaya recommends the programs of leading industry players to provide foundational knowledge: WestNet Learning (Foundational Technology Expert) and The SIP School (SSCA).
Avaya Professional Credential Program
Note: Some credentials are available only to Avaya Partners and Avaya Associates. Please
read the following credential descriptions to confirm eligibility.
The Avaya Professional Credential Program is designed to ensure individuals have the knowledge and
skills to successfully sell, design, implement and maintain Avaya products and solutions that exceed
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Services Credentials
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Avaya uses a blend of Online Tests and Proctored Exams to validate competencies. Professional Specialist
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Fundamental to all Avaya Professional Credentials is a solid understanding of the core technologies
03 October 2016 v1 3
upon which the products and solutions are built. Avaya recommends the programs of leading industry players
to provide foundational knowledge: WestNet Learning (Foundational Technology Expert) and The SIP School
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In support of the Credential Program, Avaya Learning offers a wide variety of training content to meet the
needs of our Partners, Customers, and Associates.
Avaya Professional Sales Specialist (APSS)
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APSS Credentials use online tests, are valid for 2 years and are reserved exclusively for Avaya Channel Partners and
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Note: The ACSP credentials are currently being planned and not fully released.
03 October 2016 v1 4
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03 October 2016 v1 5
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communication issues.
ACSS Certifications use proctored exams, are valid for 2 years and are open to all audiences.
Avaya Certified Integration Specialist (ACIS)
ACIS certifies a candidate has achieved a level of proficiency required to integrate and implement core and complex
solutions based on reference architectures from Avaya customer scenarios.
The Avaya Certified Integration Specialist demonstrates the integration of enterprise architecture solutions in order
to install, validate, and troubleshoot the implementation. The Integration Specialist holds a technical ability at a level
that ensures the successful integration, configuration, and support of the solution reference architectures.
ACIS Certifications use proctored exams and online tests, are valid for 2 years and are open to all audiences.
Avaya Certified Solution Specialist (ACSS)
ACSS certifies a candidate has achieved an intermediate - advanced level of proficiency required to diagnose,
isolate and support multi products within Avaya solution architecture.
The Avaya Certified Solution Specialist comprehends the methodology to isolate and diagnose single and multiple
problems within the enterprise solution architectures, technologies and protocols. The Solution Specialist holds a
technical ability at a level that ensures the successful maintenance, and support of solution architecture.
ACSS Certifications use proctored exams and online tests, are valid for 2 years and are open to all audiences.
To obtain an ACSS credential individuals need to hold the relevant ACIS credential.
03 October 2016 v1 6
Questions?
About Avaya Learning
Avaya Learning develops and delivers industry leading training for Avaya products and solutions. Avaya Learning
specifically focuses on Avaya’s product launches, sales force and channel enablement - including solution and
executive selling, skills development and certification. Avaya Learning uses a blended learning approach offering a
combination of self-paced, virtual interactive and classroom learning environments to maximize effectiveness and
decrease time required to reach proficiency.
Avaya Learning supports and maintains the Avaya Learning Center where both course details and information on the
Avaya Professional Credential Program can be found
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