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Avaya Contact Center on Avaya Aura(TM) Communication Manager and Avaya Call Management System Implementation Sample Questions:
1. The customer has both BCMS and CMS at a contact center
What is the major difference that could affect call data?
A) BCMS will not collect data if the link to the CMS is down.
B) CMS records the call at the start of the call, and BCMS records the calf at the end
C) BCMS records the call at the start of the call, and CMS records the call at the end.
D) BCMS holds data longer than CMS
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) Redesign the routing so all calls funnel through a signal vector
C) Change announcements for each skill to include working hours and advice callers to hang up if not calling during those hours.
D) Add vector variables to each vector to test for working hours.
3. Which Advocate feature allows a customer to prioritize calls queued to a single stall and deliver a tiered service level?
A) Vector queuing priorities
B) Dynamic Threshold Adjustment
C) Dynamic Queue Position
D) Service Objective
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 archivers far ACD1 and ACD2 have not complete yet.
B) The nightly archiver for ACD3 failed to run successfully.
C) The nightly archiver far ACD3 ran before the day ended and only archived part of the day.
D) The nightly backup was in contention far the nightly archiver for ACD3.
5. A technician has loaded Avaya Terminal Emulator on a customer's PC, and is trying to connect the CMS when it times out. A ping is tried, with no response.
What is a possible cause-of this problem?
A) There is a firewall between the PC and the CMS.
B) The wrong version of Avaya Terminal Emulator has been loaded on the PC.
C) Avaya Terminal Emulator did not load correctly and needs to be reloaded.
D) Avaya Terminal Emulator is being used on an unsupported operating system.
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: A | Question # 3 Answer: A | Question # 4 Answer: C | Question # 5 Answer: A |
By Susan
