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

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

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

2. 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.

3. Which three ways can be used to verify the CMS is collecting data from the Communication Manage? (Choose three)

A) The arrow an the CMS menu is up
B) The /cms/install/logdir/admin. log shows a link is operational.
C) From the CMS menu, Maintenance: Error Log Report shows calls being transmitted
D) The /cms/pbx/3cd<#>/spi.err shows calls being transmitted.
E) From the CMS menu. Maintenance Connection Status shows a link operational.

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

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

5. Which Advocate feature allows a customer to prioritize calls queued to a single stall and deliver a tiered service level?

A) Dynamic Queue Position
B) Dynamic Threshold Adjustment
C) Vector queuing priorities
D) Service Objective

Solutions: