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

1. Which Contact Center feature uses advanced algorithms, predictive technology and customer objective to efficiently route calls to agents?

A) Avaya Business Advocate
B) EWT- Expected Wait Time
C) Percent in Service Level
D) ASA-Average Speed of Answer

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

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

3. The CMS has been checked and the link to the CM is down. The message shown in the log is "PBX switch mismatch. Check the switch setup".
What does this message mean?

A) The wrong CMS has been installed and the correct server needs to be ordered.
B) This message can be ignored as it is not the reason the link is down.
C) The wrong type of Communication Manager has been installed and the correct server will need to be ordered.
D) The wrong Communication Manager version on the CMS has been selected.

4. What is the purpose of class of service (COS) administration of Contact Centre?

A) COS defines which features an agent may access.
B) COS is used to restrict calls between incoming and outgoing trunk groups.
C) COS restricts the calls a user can make and receive.
D) COS ensures that the most skilled agent receives calls first.

5. A customer has 3 ACDs on CMS. ACD1 is in the Eastern time zone; ACD2 is the central time zone, and ACD3 is the Pacific Time zone. The Master clack is in the Central time zone. The users look at a historical daily report for ACD3 and the total calls are less than the interval totals for the same skill and date.
Which statement describes why they do not match?

A) The nightly backup was in contention far the nightly archiver for ACD3.
B) The nightly archivers far ACD1 and ACD2 have not complete yet.
C) The nightly archiver far ACD3 ran before the day ended and only archived part of the day.
D) The nightly archiver for ACD3 failed to run successfully.

Solutions: