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

1. A customer needs help with maintaining service level targets.
Which Advocate feature will make automated adjustments to overload settings?`

A) Dynamic Percent Allocation
B) Dynamic Threshold Adjustment
C) Vector Queuing Priorities
D) Service Objective

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. 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

4. 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) All changes are made in the CM using the change cam proc screen
B) cmssvc turn cms off but leave ids on, emssve switch setup; make needed changed to ACD 1
C) emssve change authorizations; make needed changes to authorization
D) cmssvc turn cms off but leave ids on; cm-save delete AC01; cmss create ACD1 with new options.

5. 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.

Solutions: