Avaya IP Office Platform Advanced Implementation — Question 39

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?

Answer options

• 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.

Correct answer: B

Explanation

The correct answer is B because it emphasizes identifying and analyzing the components related to the queue configuration to understand the problem better. Options A and D focus on the impact and severity of the issue rather than diagnosing the root cause, while option C suggests making changes without first understanding the underlying components involved.