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Avaya Contact Center on Avaya Aura(TM) Communication Manager and Avaya Call Management System Implementation Sample Questions:

1. Which three ways can be used to verify the CMS is collecting data from the Communication Manage? (Choose three)

A) From the CMS menu, Maintenance: Error Log Report shows calls being transmitted
B) The /cms/pbx/3cd<#>/spi.err shows calls being transmitted.
C) The /cms/install/logdir/admin. log shows a link is operational.
D) The arrow an the CMS menu is up
E) From the CMS menu. Maintenance Connection Status shows a link operational.

2. The quick credit call center management has described to move to 24 hour support for same center operations. Because the standard practice has always been to start each vector with the same 5 steps to test for working hours, making the change will require modifying almost all of the vectors.
While making the changes, what can be done to make the future changes easier and more efficient?

A) Create vector subroutine that can be used in all vectors that have the same working hours
B) Add vector variables to each vector to test for working hours.
C) Redesign the routing so all calls funnel through a signal vector
D) Change announcements for each skill to include working hours and advice callers to hang up if not calling during those hours.

3. A small but growing software firm is currently subcontracting a call centre to answer its technical support calls. The contact with the agency limits the number of simultaneous tech support calls to 50.
Which vectoring option provides the capability to limit the number of active calls and send the surplus to a busy treatment?

A) Activate on oldest call waiting
B) expected Wait Time (EWT)
C) Target service level
D) VDN counted calls

4. Agent 20042, a scenario mortgage specialist, is assigned 5 skills.
Which two ways can the agent identify the type of call that being delivered? (Choose two.)

A) by the flashing skill button on the telephone set
B) by the telephone display (a = Originator Name to VDN)
C) by the VDN of Origin announcement before call is delivered
D) by the Skill whisper announcement before call: is delivered

5. Click the Exhibit button.

A customer's CMS link has been set up properly. After turning CMS on, the link does not come up. Based on the lines in /cms/pbx/acd1/spi.err, what is the cause for this issue?

A) CM version is not matching CMS setup.
B) CMS version is misconfigured on the system-parameters features form.
C) There is no network connection to CLAN.
D) CMS version is not configured an the system-parameters features farm,

Solutions: