Avaya Aura Collaboration Applications Implementation — Question 15

ICR Call Control Application (CCA) cancels an existing queued call and re-queues that call.
Which two conditions would explain why the call was re-queued? (Choose two.)

Answer options

• A. Best Service Routing (BSR) Polling to Avaya Aura® Communication Manager (AACM) failed.
• B. The ICR CCA received incomplete routing information from ICR Core.
• C. There was a spike in the Estimated Wait Time (EWT).
• D. The Queue Position increase was more than the configured Queue Position Spike Difference.

Correct answer: A, B

Explanation

The correct answers A and B indicate issues with the routing process that necessitate re-queuing. If BSR polling fails (A) or if the routing information is incomplete (B), the call cannot be processed correctly, leading to re-queuing. Options C and D relate to call handling but do not directly cause re-queuing due to routing issues.