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

1. A company is migrating from R14 CMS with 3 ACDs to R16.1 CMS. They are not using ACD2 any more, so they are not planning to migrate it. Instead they want current ACD3 to be ACD2 on the new system.
How can they achieve this?

A) They need to save each ACD to separate tapes and migrate them one by one to the appropriate ACD spaces.
B) They need to backup only the two ACDs they want to migrate. The migration procedure on the new system will place them automatically.
C) They need to set the ACD they want to migrate, to the ACD spare on the new system on the CMS migration form.
D) They need to involve Avaya Professional Services, as this can not be done with standard migration procedure.

2. Which announcement type resides in a TN2501AP circuit pack, and supports recording locally from a telephone, or can use generated way announcement fifes?

A) Adjunct
B) Integrated
C) Local
D) External

3. Click the Exhibit button.
The Quick Credit call center opened at 8 a.m. on the Friday, the day after a holiday By
8:30, the customer service line had received 6 customer complaints all1 stemming from calls to the center the day before. Callers complained that they received the "all agents are busy" recording but regardless how long they waited, were never answered.
What caused callers to be queued even though the Quick Credit call center was closed on the holiday?

A) The Communication Manager was down.
B) An agent forgot to log out.
C) The holiday was not administered in the holiday tablet
D) The holiday recording was not functioning properly.

4. Which two statements describe why CMS and BCMS reports reflect different data?
(Choose two)

A) CMS resides on an external server and stores data on a hard disk, and-has much larger capacities and reporting capabilities.
B) BCMS is interval based and CMS is call based.
C) Repeated use of vu-stats buttons will decrease the level of information in the BCMS internal data.
D) BCMS receives data internally and stores data in a volatile switch memory.

5. Which communication manager option on the communication manager gives the customer call centre capabilities?

A) Automatic Call Distribution (ACD)
B) Least Occupied Agent (LOA)
C) Best Service Routing (BSR)
D) Expert Agent Selection (EAS)

Solutions: