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

1. Click the exhibit button

A Miami based medical center is defining evacuation procedures for severe weather conditions The center has decided to plan for two types evacuations, major and minor During a minor evacuation; the center will staff only a few medical answer line agents to answer critical calls major evacuation the answer line will not be staffed instead of reaching a live agent, callers will receive a pre-recorded information In the example vector segment, what is represented by the E in steps 2 and 3?

A) E is assigned to a VDN that routes calls to an evacuation vector
B) E has been administered as a Feature Access Code
C) E has a vector variable that is changed when an evacuation is required
D) E is a standard vector code for evacuation

2. Which three statements describe the benefits of Best Service Routing (BSR)? (Choose three.)

A) BSR follows a specified strategy far skill selection.
B) BSR creates a virtualized pool of agent resources.
C) BSR decreases titer workload across sites.
D) BSR balances and improves service across enterprise.
E) BSR improves agent utilization.

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

4. A customer has 3 ACDs on CMS. ACD1 is in the Eastern time zone; ACD2 is the central time zone, and ACD3 is the Pacific Time zone. The Master clack is in the Central time zone. The users look at a historical daily report for ACD3 and the total calls are less than the interval totals for the same skill and date.
Which statement describes why they do not match?

A) The nightly archiver for ACD3 failed to run successfully.
B) The nightly archiver far ACD3 ran before the day ended and only archived part of the day.
C) The nightly archivers far ACD1 and ACD2 have not complete yet.
D) The nightly backup was in contention far the nightly archiver for ACD3.

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

Solutions: