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

1. During implementation testing, the technician notices that the communication manager display events command shows number of entries for "Event type 30, No TTR available" upon further investigation the technician finds that the TTR has not yet been installed.
Which vector command failed (causing the Event Type 30) because there was no TTR?

A) converse-on
B) collect-digits
C) route-to-digits
D) queue-to

2. Which three statements describe the benefits of Best Service Routing (BSR)? (Choose three.)

A) BSR balances and improves service across enterprise.
B) BSR improves agent utilization.
C) BSR creates a virtualized pool of agent resources.
D) BSR follows a specified strategy far skill selection.
E) BSR decreases titer workload across sites.

3. 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) An agent forgot to log out.
D) The Communication Manager was down.

4. Which application or menu can be used for creating an ACD on CMS?

A) cms svc
B) CMS-Terminal
C) cms adm
D) CMS-Supervisor

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

A) CMS resides on an external server and stores data on a hard disk, and-has much larger capacities and reporting capabilities.
B) BCMS receives data internally and stores data in a volatile switch memory.
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.

Solutions: