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

2. How are feature packages, like External Call History or Forecasting, installed an a CMS system?

A) From Solaris shell as root by issuing 'pkgadd -d <package name>' command
B) Using cms adm menu:, pkg_install option
C) Using cms svc menu, pkg_install option
D) Using CMS main menu, System Setup menu, Package management option

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

4. In which communication method form is the Call Distribution Method (far example, Expert agent Distribution Last Occupied Agent)

A) Vector farm
B) VDN farm
C) Hunt Group farm
D) Agent Login ID farm

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) Service Objective
C) Vector queuing priorities
D) Dynamic Threshold Adjustment

Solutions: