73920T Sample Questions & Answers
Free AXP On-Prem (CC Elite) Implementation practice questions with worked answers and explanations. See how the ExamJungle simulator prepares you — then jump into the full test.
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- Question 1Beginner
Hardware Components of Avaya Call Center Elite · Basic System Components
True or False: In a virtualized Avaya Call Center Elite deployment, the Communication Manager software can run directly on VMware ESXi without requiring a proprietary Avaya server appliance.
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Correct answer: A
Avaya supports the deployment of Communication Manager and other applications as virtual appliances (OVAs) on standard VMware ESXi infrastructure, decoupling the software from proprietary hardware.
- Question 2Intermediate
Communication Manager Features · Call Center Functions
A system administrator needs to enable 'Expert Agent Selection' (EAS) on the Communication Manager to support skills-based routing. Where must this feature be first activated before it can be used in agent configuration?
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Correct answer: D
The 'Expert Agent Selection (EAS) Enabled?' field is located on the 'change system-parameters features' form. This switch logically turns on the EAS functionality for the switch, assuming the license is present.
- Question 3IntermediateSelect 2
Communication Manager Features · Call Center Functions
A call center supervisor requests the ability to see exactly why agents are in the 'Aux Work' state. Which two configuration steps are required to implement Aux Work Reason Codes? (Select TWO)
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Correct answers: C, D
The feature must be enabled system-wide in the system-parameters features form to prompt agents for a code.
You must define what each numeric code (1-9 or 1-99) represents (e.g., 'Lunch', 'Meeting') in the reason-code-names form.
- Question 4Beginner
Communication Manager Features · Call Center Functions
When configuring a new agent in a Call Center Elite environment using Expert Agent Selection (EAS), which setting on the 'change agent-loginID' form determines the agent's proficiency in handling specific call types?
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Correct answer: A
In the agent-loginID form, you assign Skills (SN) and a corresponding Skill Level (SL) from 1-16 (or 1-99 depending on config). This level determines the agent's proficiency and priority for receiving calls for that skill.
- Question 5Intermediate
Communication Manager Features · Features and Capabilities
A contact center manager wants to ensure that calls are distributed to the agent who is most idle, but only among those with the highest skill level for that call type. Which Hunt Group distribution method should be configured?
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Correct answer: C
EAD (Expert Agent Distribution) first selects agents with the highest skill level (e.g., level 1). The MIA (Most Idle Agent) modifier ensures that within that highest skill group, the agent who has been idle longest is selected.
- Question 6Beginner
Communication Manager Features · Call Center Elite Features
What is the primary function of the 'Redirection on No Answer' (RONA) feature in Avaya Call Center Elite?
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Correct answer: D
RONA detects when a delivered call is not answered by an agent. It pulls the call back, requeues it (often at high priority), and places the non-answering agent into Aux Work to prevent further missed calls.
- Question 7Advanced
Communication Manager Features · Call Center Elite Features
A customer requires that agents be able to handle multiple simultaneous chat sessions while also being available for a voice call. Which Communication Manager feature must be configured to allow agents to maintain multiple active sessions across different media types?
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Correct answer: B
Multiple Call Handling (MCH) allows an agent to be considered available for other tasks (like chats or emails) even while engaged in a call, or to handle multiple non-voice sessions simultaneously. It is configured in the Hunt Group form.
- Question 8Advanced
Communication Manager Features · Call Center Elite Features
The 'Service Level Maximizer' (SLM) distribution algorithm in Call Center Elite dynamically adjusts agent selection. What specific metric does SLM use to make these routing decisions?
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Correct answer: C
SLM matches calls to agents by calculating which skill is furthest from meeting its administered service level target. It prioritizes the skill that is most in danger of missing its goal.
- Question 9Intermediate
Communication Manager Features · Features and Capabilities
Which command is used to verify the number of available agent licenses and the maximum agent limit on the Communication Manager?
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Correct answer: C
The 'display system-parameters customer-options' command opens the form that lists all licensed features and capacity limits, including the maximum number of agents.
- Question 10Beginner
Communication Manager Features · Call Center Functions
A supervisor needs to observe an agent's call for quality assurance but must not be heard by the customer or the agent. Which Feature Access Code (FAC) function should be used?
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Correct answer: A
Service Observing (Listen Only) allows a supervisor to monitor the call audio without a transmission path, ensuring they are not heard.
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