Avaya Aura Experience Portal with POM Implementation and Maintenance Exam v1.0 (3314)

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Total 66 questions

When a call center is administered for Intelligent Customer Routing (ICR), what is the purpose of the Primary ACD Identifier field?

  • A. The field is available for future use and is not currently used.
  • B. The field is used to identify the link between the Session Manager and the Communication Manager.
  • C. The field sets the priority for routing to an ACD.
  • D. The field is a unique logical identifier of an ACD for which ICR receives the skill and agent data feeds from CMS rt_socket.


Answer : D

Intelligent Customer Routing (ICR) is being deployed with two call centers, Chicago and Denver. The expectation is to route more calls to the Chicago call center than are routed to the Denver call center.
Which Skill and Destination configurations are required?

  • A. On the Skill configuration page, configure the Agent Strategy as UCD-MIA. On the Destination configuration page, set a higher Adjust By value for the Polling VDN on the Denver call center, compared to the Adjust By value for the Polling VDN on the Chicago call center.
  • B. On the Skill configuration page, configure the Agent Strategy as Preferred Location. On the Destination configuration page, set a higher Adjust By value for the Polling VDN on the Denver call center, compared to the Adjust By value for the Polling VDN on the Chicago call center.
  • C. On the Skill configuration page, configure the Agent Strategy as UCD-MIA. On the Destination configuration page, set a higher Adjust By value for the Polling VDN on the Chicago call center, compared to the Adjust By value for the Polling VDN on Denver call center.
  • D. On the Skill configuration page, configure the Agent Strategy as Preferred Location. On the Destination configuration page, set a higher Adjust By value for the Polling VDN on the Chicago call center, compared to the Adjust By value for the Polling VDN on Denver call center.


Answer : D

Which two statements about Infinite Campaign are true? (Choose two.)

  • A. An Infinite Campaign does not terminate by itself after processing all contacts.
  • B. An Infinite Campaign is designated by Campaign Type 0.
  • C. An Infinite Campaign terminates only when all agents log off from the campaign.
  • D. An Infinite Campaign is terminated by manual intervention.
  • E. An Infinite Campaign terminates automatically after processing all contacts.


Answer : AD

Reference:
https://downloads.avaya.com/css/P8/documents/100164132
(15)

You are installing Avaya Proactive Outreach Manager (POM) software on the Avaya Aura® Experience Portal (AAEP), in a multiple Experience Portal Manager
(EPM) configuration.
On which server must the POM EPMS (POM EPM) plug-in be installed?

  • A. The primary EPM server
  • B. An auxiliary EPM server
  • C. The remote application server
  • D. A Media Processing Platform (MPP) server


Answer : A

Reference:
https://downloads.avaya.com/css/P8/documents/101019271
(12)

In a geographical redundant configuration for Proactive Outreach Manager (POM), zone A fails and the campaign is taken over by zone B.
Which licenses are going to be used when running the campaign in the fail-over zone B?

  • A. The licenses of both zone A and B are available to all campaigns now running in zone B
  • B. The licenses of zone A
  • C. The licenses of zone B
  • D. A geo redundant license must be installed


Answer : C

Explanation:
When you mark a zone state as down, and assign a failover zone, the licenses of the nonfunctional zone are not used by the failover zone. Campaigns running in the nonfunctional zone share the licenses of the failover zone.
You must manually reduce the licenses of the nonfunctional zone and increase the licenses of the failover zone, provided the failover zone has adequate resources. The failover zone should have all the organizations as that of the nonfunctional zone so that you can allocate the licenses to the organizations.
Reference:
https://downloads.avaya.com/css/P8/documents/100178574

If you need to verify the state of the Campaign Manager, Campaign Director, Agent Manager, ActiveMQ and RuleServer processes, which EPM page would you consult?

  • A. Real-time Monitoring > System Monitor
  • B. Campaigns > Campaign Manager
  • C. Configurations > POM Servers > POM Manager
  • D. POM Monitor


Answer : C

Reference:
https://downloads.avaya.com/css/P8/documents/101035749

In Proactive Outreach Manager (POM), which two statements about skill-based pacing are true? (Choose two.)

  • A. If you disable the skill for pacing, while the skill-based campaign is running, the changes take effect immediately on the running campaign.
  • B. You can monitor based on call volumes within skills in either the Avaya Aura(R) Contact Center or Call Center Elite.
  • C. You can use the monitored parameters to generate more inbound calls via Avaya Aura(R) Contact Center or CM Elite.
  • D. You can monitor inbound traffic based on the skill defined on a Call Center Elite system and adjust the rate of attempts using the given thresholds.


Answer : CD

Proactive Outreach Manager (POM) employs the use of an Agent script editor.
Which two statements accurately represent the usage of this Agent Script editor? (Choose two.)

  • A. The Agent scripts can be XML or in VXML formats.
  • B. The Agent scripts can be in Native or URL formats.
  • C. It is a utility used by agents to update/view Customer or Contact attributes.
  • D. It is a utility used by customers to update their information using self-service menu.


Answer : BC

Reference:
https://downloads.avaya.com/css/P8/documents/101019275

Which statement with respect to the setup of Proactive Outreach Manager (POM) zones is true?

  • A. An organization defined in a specific zone can, under certain circumstances, use more resources than have been assigned to that zone.
  • B. One campaign can run simultaneously in multiple zones on a system.
  • C. Licenses are automatically moved between zones if needed.
  • D. The allocation of the Agent Manager can be changed without disruption of any currently logged in agents.


Answer : D

Which statement best describes the concept of Proactive Outreach Manager (POM) campaigns?

  • A. A campaign is a group of agents assigned to a specific job/task.
  • B. A campaign is a strategy defining when to best contact contacts.
  • C. A campaign is a collection of customer names, telephone numbers, and e-mail addresses.
  • D. A campaign is a collection of contact records with contact attributes, a media channel to contact them, and a contact strategy that defines when and how to reach them.


Answer : D

Which two statements about the priority of Proactive Outreach Manager (POM) campaign are true? (Choose two.)

  • A. The priority of the campaign determines the number of licenses POM allocates to a particular campaign during execution.
  • B. Campaign priority determines the media channnels used by a campaign.
  • C. Available priorities are 1""10.
  • D. Available priorities are Critical, Major, Minor.
  • E. The priority of the campaign determines when the campaign will start.


Answer : CE

Reference:
https://downloads.avaya.com/css/P8/documents/101035745
(15)

An administrator is configuring a Proactive Outreach Manager system for integration with Workforce Optimization.
On which configuration page can this be done?

  • A. Configuration > POM servers
  • B. Configuration > POM Zone Licenses
  • C. Configuration > POM Zone Configuration
  • D. Configuration > Global Configurations


Answer : D

Which component in Proactive Outreach Manager (POM) is responsible for defining the rules at the address or agent level, and evaluates them before the call attempts?

  • A. POM Driver
  • B. Rule Engine
  • C. Campaign Director
  • D. POM Web Services


Answer : B

Reference:
https://downloads.avaya.com/css/P8/documents/101051674
(12)

A PostgreSQL database is being used to support Proactive Outreach Manager (POM).
The pg_hba.conf file needs to be changed so that when the system receives a connection request, it will have which property?

  • A. IPv6 protocol enabled for the specified database
  • B. A valid SSL certificate for the specified database
  • C. Rights to connect to the specified database
  • D. A license to connect to the specified database


Answer : B

On a Proactive Outreach Manager (POM) system, agents are automatically assigned to running job tasks.
When agents are eligible for multiple jobs, which two parameters determine agent assignment to an eligible job? (Choose two.)

  • A. Agents with the longest idle time are reserved for an eligible job
  • B. Priority of calls in the queue
  • C. Priority of the job task
  • D. Agent skill level


Answer : CD

Reference:
https://downloads.avaya.com/css/P8/documents/101051674

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Total 66 questions