Free 74920T sample questions

Correct answer: The IP network region for the agent's phone is misconfigured or has no available DSP resources.

Denial event 1191 indicates a resource allocation failure, specifically related to media channels (DSP resources). When a call attempts to connect to the station, Communication Manager tries to allocate a DSP resource from the relevant media gateway or port network. If none are available within the station's network region, the call fails with this denial event. The issue is not with the agent's login state or skill assignment but with the underlying media processing resources.

Correct answer: Advocate Service Objective (ASO)

Advocate Service Objective (ASO) is the Business Advocate feature designed for this purpose. ASO allows an administrator to define different service level goals (e.g., answer within 10 seconds) for different types of calls within the same skill. A call vector can identify high-value customers (e.g., via a `goto step if ani in table` command) and set a higher ASO value for them, causing Business Advocate to prioritize these calls to meet the more aggressive service objective without requiring a separate skill.

Correct answer: True

This is true. The digits collected by a `collect` step are temporarily held in a system buffer. The subsequent vector step can directly evaluate these collected digits using a conditional command like `goto step if digits`, `route-to number with cov n if digits`, etc., without needing to explicitly store them in a custom variable (like V1-V9) first.

Correct answer: `list trace vector `

The `list trace vector ` command is the correct tool for real-time debugging of vector logic. It provides a live, step-by-step output of the vector's execution for a call that is currently being processed by it, showing which conditions are met and which paths are taken. `status vector` shows current call counts, `list vector` displays the vector's programming, and `monitor traffic` provides high-level statistics, not detailed step execution.

Correct answer: The administrator has not yet created the vector specified in the VDN form.

In Avaya Communication Manager, a VDN must point to an existing, programmed vector. The error "Vector is not assigned to VDN" or a similar message typically occurs when the vector number entered in the VDN's configuration form does not exist in the system's vector table. The vector must be created and saved first before a VDN can be successfully configured to use it.

Correct answer: To proactively adjust the number of reserved agent positions to meet service level targets during periods of low traffic.

Service Level Maximizer (SLM) is designed to optimize agent utilization while still meeting service level goals. During periods of low call volume, Business Advocate might reserve too many agents, leading to low occupancy. SLM monitors this and, if service levels are being comfortably met, it will reduce the number of reserved agents, freeing them up to handle other tasks or calls from other skills, thus maximizing overall productivity.

Correct answer: Implement a `goto step...if adjunct-routing unavailable` command in the vector to direct calls to a default skill.

The most robust and standard method for handling adjunct routing failures is to use the built-in vector conditionals. The `goto step...if adjunct-routing unavailable` command allows the vector to detect when the CTI link is down or the adjunct is not responding. This enables the call to be gracefully rerouted to a default queue or treatment, ensuring that the caller is not disconnected. While a secondary link is a good high-availability strategy, the vector logic is essential for handling the failure itself.

Correct answer: In the main BSR vector, add a `goto step...if expected-wait for skill... > 120` command before the `consider location Dublin` step for the 'Support' skill. The target step should queue the call in Chicago.

This is the most efficient and correct solution. By placing a conditional check on the Expected Wait Time (EWT) for the 'Support' skill at the Dublin location *before* the `consider location Dublin` step, the vector can intelligently bypass Dublin when its EWT is too high. The call can then be routed to a queuing step that waits for the best overall available agent, effectively holding the call in Chicago as required. This approach modifies the existing vector without needing new VDNs and isolates the logic to only the affected skill.

Correct answer: 15

The `staffed-agents` qualifier counts all agents who are currently logged into the specified skill, regardless of their work state (available, ACW, aux, on-call, etc.). Therefore, it will count all 15 logged-in agents. To count only available agents, the qualifier `available-agents` would need to be used.

Correct answer: It uses ISDN messaging to request a new destination from a central site before the call is answered.

The defining characteristic of Network Call Redirection (NCR) is its use of the public switched telephone network (PSTN) and ISDN signaling. When a call arrives at a remote site, an ISDN message is sent to the central control site. The central site's vector processing makes a routing decision and sends a new destination number back to the remote site via ISDN. The network then redirects the call to the final destination, often saving toll charges as the call is rerouted within the network before being connected.