A Company Using Avaya Aura Call Center Elite Is Experiencing

question 28

Multiple Choice

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?

• A) Reduce or eliminate the business impact of the vector by testing the vectors.
• B) 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.
• C) Take corrective action for the vector configuration, by reviewing the current situation and modifying it until the vector queues calls properly.
• D) Determine the frequency and severity of the issue where the vector does not route calls properly.

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