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

1. 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) expected Wait Time (EWT)
D) Target service level

2. Which Communication Manager SAT command provides a list of vectors that contain a specific variable?

A) display variables
B) List trace variables
C) list usage variable
D) Monitor variables

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

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

4. After configuring a CMS system, which log file needs to he checked to verify set has completed successfully?

A) /tmp/install.log
B) /var/adm/messages
C) /cms/install/logdir/adminlog
D) /cms/install/canfig.sog
E) /var/log/cms_nstall.log

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

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

Solutions: