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Avaya Contact Center on Avaya Aura(TM) Communication Manager and Avaya Call Management System Implementation Sample Questions:
1. 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 backup was in contention far the nightly archiver for ACD3.
C) The nightly archiver far ACD3 ran before the day ended and only archived part of the day.
D) The nightly archivers far ACD1 and ACD2 have not complete yet.
2. To activate, which three options require an Avaya authorization password? (Choose three)
A) the number of users that can be administered in the CMS
B) the number of ACDs that the CMS system can monitor
C) the number of agents that the CMS can report on
D) features assigned to each user
E) simultaneous CMS Supervisor logins
3. A customer has 4 ACDs created on the CMS and requests changes on the communication link settings for the ACD 1 How is this accomplished?
A) emssve change authorizations; make needed changes to authorization
B) cmssvc turn cms off but leave ids on, emssve switch setup; make needed changed to ACD 1
C) cmssvc turn cms off but leave ids on; cm-save delete AC01; cmss create ACD1 with new options.
D) All changes are made in the CM using the change cam proc screen
4. 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 holiday recording was not functioning properly.
B) The holiday was not administered in the holiday tablet
C) The Communication Manager was down.
D) An agent forgot to log out.
5. A home shaping company advertises special offers to shapers who place orders on Sundays. Sunday callers are routed a message that describes the special offer before the call is connected; to an agent to take the order. The vector contains a conditional step to test for the day of week (goto step 11 if D=1 (Sunday) and step 11 plays the special offer message).
Which Call Vectoring feature allows letters to be used as conditions or thresholds in many vector commands?
A) Variables in Vectors
B) Adjunct Routing
C) Call Classification
D) Call Prompting
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: B,C,E | Question # 3 Answer: B | Question # 4 Answer: B | Question # 5 Answer: A |
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