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

1. A customer just upgraded their CMS to release R16 from release Rt4. The switch is release CM4 and is not going to be upgraded to CM 6 until next week When the switch is upgraded, what needs to happen before the link will come up using the CM6 protocol?

A) It is not necessary far either the reporting adjunct or the switch release to change.
B) Only the switch release in the CMS needs to be changed to CM6.
C) Only the reporting adjunct in the switch needs to be changed to R16 CMS.
D) Both the reporting adjunct the switch and the switch release in the CMS need to be updated

2. To activate, which three options require an Avaya authorization password? (Choose three)

A) the number of users that can be administered in the CMS
B) simultaneous CMS Supervisor logins
C) the number of ACDs that the CMS system can monitor
D) the number of agents that the CMS can report on
E) features assigned to each user

3. Which two statements about CMS and CM connectivity are true? (Choose two)

A) If the switch uses a processor Ethernet instead of a CLAN card, it must use a direct connect to the CMS through a network.
B) The switch and CMS can he connected through a network.
C) The switch can have a direct-connect to the CMS
D) If the switch uses a CLAN card, the switch must be direct-connected to the CMS

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

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

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: