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

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

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

2. Which three ways can be used to verify the CMS is collecting data from the Communication Manage? (Choose three)

A) The /cms/install/logdir/admin. log shows a link is operational.
B) The arrow an the CMS menu is up
C) The /cms/pbx/3cd<#>/spi.err shows calls being transmitted.
D) From the CMS menu, Maintenance: Error Log Report shows calls being transmitted
E) From the CMS menu. Maintenance Connection Status shows a link operational.

3. A small but growing software firm is currently subcontracting a call centre to answer its technical support calls. The contact with the agency limits the number of simultaneous tech support calls to 50.
Which vectoring option provides the capability to limit the number of active calls and send the surplus to a busy treatment?

A) Activate on oldest call waiting
B) VDN counted calls
C) expected Wait Time (EWT)
D) Target service level

4. Which Advocate feature allows a customer to prioritize calls queued to a single stall and deliver a tiered service level?

A) Dynamic Queue Position
B) Vector queuing priorities
C) Service Objective
D) Dynamic Threshold Adjustment

5. Given the use of default netmask, which set of IP addresses would be valid network address for two network cards in a CMS system?

A) 135.9.86.54 192.168.2.2
B) 135.9.86.54 135.9.86.58
C) 135.9.86.54 135.9.56.56
D) 192.168.2.3 192.168.2.2

Solutions: