A multisite contact center is using Best Service Routing (BSR) to distribute calls between its New York and London sites. During off-peak hours, London agents are not receiving any calls, even though they are available and skilled. The BSR polling vector correctly uses a `consider location` step. A `list trace vdn` shows that the polling attempt to the London site is timing out. Which of the following is the most likely root cause?
An administrator is configuring a new vector to use Look Ahead Interflow (LAI) to a partner contact center. The goal is to check for agent availability at the partner site before transferring the call, to avoid sending calls into a queue. Which two vector commands are essential for a basic LAI implementation? (Select TWO)
A support technician is analyzing a `list trace station` output for an agent who reports that their phone is not receiving any ACD calls. The trace shows incoming calls to the agent's extension, but they are immediately followed by a `denial event 1191: Call dropped, no channel`. What is the most likely cause of this issue?
A contact center manager wants to implement a system where high-value customers, identified by their calling number, are given priority in the queue. However, they do not want to create separate skills or VDNs for these customers. Which feature of Business Advocate is best suited to meet this requirement?
True or False: In a Call Vector, the `collect` command can gather digits from a caller, and these digits can then be used directly in a `goto step if digits` command without first being stored in a vector variable.
A support engineer needs to verify the path a call takes through a complex vector that includes multiple conditional checks based on time of day and staffing levels. The engineer wants to see the vector processing step-by-step in real-time for a test call. Which command should be used to accomplish this?
A new administrator is trying to add a new VDN. When they attempt to save the form, they receive the error "Vector is not assigned to VDN". What is the most likely reason for this error?
What is the primary purpose of the Service Level Maximizer (SLM) feature within the Business Advocate suite?
A financial institution uses Adjunct Routing to query a CRM system via a CTI link to determine a caller's segment before routing the call. During a network outage affecting the CTI server, all calls are failing. What is the best practice to ensure call processing continues during such an outage?
**Case Study** A large e-commerce company, GlobalRetail, operates two primary contact centers in Chicago and Dublin, both managed by a central Avaya Aura Communication Manager in Chicago. They utilize Best Service Routing (BSR) to load-balance calls for their 'Sales' and 'Support' skills across both sites. The primary goal is to answer calls at the site with the best current service level, but they also want to prioritize the Chicago site for US-based callers to minimize international toll charges. Recently, the Dublin site has been struggling with understaffing, leading to poor service levels. Management has decided that if Dublin's Expected Wait Time (EWT) for the 'Support' skill exceeds 120 seconds, all new 'Support' calls should be held in a queue-to-best vector in Chicago and only be sent to Dublin if an agent becomes immediately available. This should happen without affecting the routing for the 'Sales' skill, which should continue to load-balance normally. An administrator has been tasked with implementing this logic. They need to modify the existing BSR polling vector to accommodate this new requirement for the 'Support' skill while leaving the 'Sales' skill logic unchanged. The current vector already uses `consider` steps for both skills and locations. Which approach correctly implements the new routing requirement for the 'Support' skill? ```mermaid graph TD subgraph Chicago_CM ["Chicago CM (Primary)"] BSR_Vector[BSR Polling Vector] Chicago_Agents[Chicago Agents] end subgraph Dublin_Site ["Dublin Site (Remote)"] Dublin_Agents[Dublin Agents] end Internet((US Callers)) --> Chicago_CM Chicago_CM -- BSR Polling --> Dublin_Site BSR_Vector -->|Route Decision| Chicago_Agents BSR_Vector -->|Route Decision| Dublin_Agents ```