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

1. Which packet is needed to have skill available instead of hunt groups?

A) Premium
B) Elite with EAS
C) Silver
D) Standard with EAS

2. Which three are settings for Vector Variables? (Choose three)

A) Scope
B) Action
C) Stop Position
D) Length
E) Assignment

3. A technician integrates the customer's network and links the CM reference between CM and CMS is greater than 24 hours.
What can be done to fix the problem?

A) In. CMS, login as root and use the /cms/datesync command to sync the CMS and CM time.
B) Shutdown the CMS to the ak prompt level and adjust the BIOS time.
C) From Solaris login as root and use the date command
D) Run the script /cms/install/autotime to synchronize the Communication Manager's time to the CMS

4. A customer wants to optimize agent resources while also servicing calls in queue.
Which Advocate feature will meet this requirement? I

A) Predicted Waft Time
B) Dynamic Queue Position
C) Percent Allocation Distribution
D) Service Objective

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) An agent forgot to log out.
B) The Communication Manager was down.
C) The holiday was not administered in the holiday tablet
D) The holiday recording was not functioning properly.

Solutions: