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

1. Which statement describes the two types of backups, CMSADM and Maintenance, that are on CMS system?

A) ADM backup includes all Solaris system files and installed programs except CMS database, while Maintenance backup carries CMS database content
B) Maintenance backup is an incremental backup, while CMSADM is a full backup otherwise there is no difference
C) MSAOM backup is backing up CMS Administrator database portion, while Maintenance backup holds the Historical Call Data of the call center
D) Tape backup is called CMSADM, while network backup is referred as Maintenance.

2. Which two Advocate features address the condition called the Supervisor Shuffle? (Choose two)

A) Predicted Wait Time
B) Reserve Agent
C) Service Objective
D) Vector queuing priority

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

4. A customer has purchased 5200 agent licenses and each agent has been assigned at least 3 skills.
Which two values would be a valid Data Storage Allocation entry for "Maximum agents lagged in"? (Choose two)

A) 100000
B) 500000
C) 10400
D) 15600

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

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

Solutions: