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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) Both the reporting adjunct the switch and the switch release in the CMS need to be updated
C) Only the switch release in the CMS needs to be changed to CM6.
D) Only the reporting adjunct in the switch needs to be changed to R16 CMS.

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

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

3. Far a sales campaign, the customer created a new VDN 4000 with the names "Sales C".
when running in Avaya CMS supervisor, it does not show the VDN name, only the number.
What must be done to see the name in the report?

A) In Avaya CMS Supervisor, refer to the Dictionary and assign the names to the new objects.
B) In Avaya CMS Supervisor, refer to the User Permissions and assign read permissions to the user.
C) Refer to the system parameter feature in the Communication manager and activate
"Send names" in the reporting adjunct section.
D) On the CMS cmssvc menu, display the authorizations to check if "Global Dictionary" is set.

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

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

5. Which Call Center package includes Expert Agent Selection (AES)?]

A) Call Center Elite
B) Call Center Introductory
C) Call Center Standard
D) Call Center Basic

Solutions: