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Reference: https://www.avaya-learning.com/lms/#/training/catalog/offering/22173

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Avaya 7492X Areas Assessed

The topics tested in the official 7492X exam are the following:

  • Describing different troubleshooting tools within the CM and applying troubleshooting commands such as the “list trace vector”, “list trace vdn”, and “list trace station”;
  • Listing usage alongside trace, and displaying events;
  • Identifying the Best Service Routing feature in an Avaya Aura Call Center Elite or multisite environment;
  • Troubleshooting common issues related to call vectoring;
  • Troubleshooting the Server that works with Avaya Aura Media;
  • Describing different virtual routing features such as the Look Ahead or Enhanced interflow;
  • Understanding the general problems that might appear in the traditional call centers and how the Business Advocate feature can help in solving and overcoming such instances.
  • Troubleshooting different situations with the help of Communication Manager Denial Event;
  • Designing the Business Advocate features and using the basic questions for call center for such situations;

The Avaya 7492X exam is the final step that the candidates need to take if they want to obtain the ACSS Avaya Aura Call Center Elite certification. The prior steps to getting this designation are passing the 7392X Avaya Aura Call Center Elite Implementation exam and the 21450T Avaya Aura Communication Manager Administration R8 test.

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Avaya 7492X Exam Syllabus Topics:

SectionObjectives
Topic 1: Troubleshooting and Maintenance- Diagnostics and logs
  • 1. System trace tools
    • 2. Error analysis basics
      - Common system issues
      • 1. Call routing failures
        • 2. Agent login and availability issues
          Topic 2: Reporting and Performance Management- Performance metrics
          • 1. Queue and agent performance indicators
            • 2. Service level measurement
              - CMS reporting fundamentals
              • 1. Real-time monitoring
                • 2. Historical reporting concepts
                  Topic 3: Call Center Configuration and Administration- Agent and skill configuration
                  • 1. Skill assignments and proficiency levels
                    • 2. Agent login/logout mechanisms
                      - Call handling features
                      • 1. ACD call distribution
                        • 2. Call vectoring and scripting basics
                          Topic 4: Avaya Aura Call Center Elite Architecture- System components and architecture overview
                          • 1. Communication Manager integration
                            • 2. Call Center Elite feature set overview
                              - Call flow design and routing concepts
                              • 1. Skill-based routing principles
                                • 2. Vector processing basics

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