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

Question 1

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

Question 2

A customer has 4 ACDs created on the CMS and requests changes on the communication link settings for the ACD 1 How is this accomplished?

A. cmssvc turn cms off but leave ids on, emssve switch setup; make needed changed to ACD 1
B. All changes are made in the CM using the change cam proc screen
C. cmssvc turn cms off but leave ids on; cm-save delete AC01; cmss create ACD1 with new options.
D. emssve change authorizations; make needed changes to authorization

Question 3

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

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

Question 4

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

Question 5

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

A. BCMS is interval based and CMS is call based.
B. CMS resides on an external server and stores data on a hard disk, and-has much larger capacities and reporting capabilities.
C. Repeated use of vu-stats buttons will decrease the level of information in the BCMS internal data.
D. BCMS receives data internally and stores data in a volatile switch memory.

Solutions: