Avaya IP Office Platform Advanced Implementation — Question 20

Which three statements are true about virtual routing? (Choose three.)

Answer options

• A. CTI is a required component for multi-site configuration.
• B. Virtual routing allows the call centers to be transparent, and act as a virtual call center that is transparent to the user.
• C. Virtual routing involves only contacts that are non-voice related such as email and chat.
• D. Virtual routing determines where to route the call according to the criteria: Look-ahead interflow or Advanced look-ahead interflow.
• E. Virtual can be implemented in single-site or multi-site configuration.

Correct answer: B, C, E

Explanation

Option B is correct because it highlights the seamless nature of virtual routing in call centers. Option C is also accurate as it specifies that virtual routing can apply to non-voice interactions. Option E is right since virtual routing can operate in both configurations. However, option A is incorrect because CTI is not mandatory for multi-site setups, and option D is misleading as it focuses on routing criteria rather than the broader concept of virtual routing.