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

1. Given the use of default netmask, which set of IP addresses would be valid network address for two network cards in a CMS system?

A) 192.168.2.3 192.168.2.2
B) 135.9.86.54 135.9.86.58
C) 135.9.86.54 192.168.2.2
D) 135.9.86.54 135.9.56.56

2. A small but growing software firm is currently subcontracting a call centre to answer its technical support calls. The contact with the agency limits the number of simultaneous tech support calls to 50.
Which vectoring option provides the capability to limit the number of active calls and send the surplus to a busy treatment?

A) Activate on oldest call waiting
B) VDN counted calls
C) Target service level
D) expected Wait Time (EWT)

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

4. 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

5. 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

Solutions: