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

1. Which statement describes the two types of backups, CMSADM and Maintenance, that are on CMS system?

A) MSAOM backup is backing up CMS Administrator database portion, while Maintenance backup holds the Historical Call Data of the call center
B) Maintenance backup is an incremental backup, while CMSADM is a full backup otherwise there is no difference
C) ADM backup includes all Solaris system files and installed programs except CMS database, while Maintenance backup carries CMS database content
D) Tape backup is called CMSADM, while network backup is referred as Maintenance.

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

3. Which Contact Center feature uses advanced algorithms, predictive technology and customer objective to efficiently route calls to agents?

A) EWT- Expected Wait Time
B) Avaya Business Advocate
C) Percent in Service Level
D) ASA-Average Speed of Answer

4. Far a sales campaign, the customer created a new VDN 4000 with the names "Sales C".
when running in Avaya CMS supervisor, it does not show the VDN name, only the number.
What must be done to see the name in the report?

A) In Avaya CMS Supervisor, refer to the Dictionary and assign the names to the new objects.
B) In Avaya CMS Supervisor, refer to the User Permissions and assign read permissions to the user.
C) On the CMS cmssvc menu, display the authorizations to check if "Global Dictionary" is set.
D) Refer to the system parameter feature in the Communication manager and activate
"Send names" in the reporting adjunct section.

5. Which two Advocate features address the condition called the Supervisor Shuffle? (Choose two)

A) Predicted Wait Time
B) Vector queuing priority
C) Reserve Agent
D) Service Objective

Solutions: