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

1. What is the purpose of class of service (COS) administration of Contact Centre?

A) COS restricts the calls a user can make and receive.
B) COS is used to restrict calls between incoming and outgoing trunk groups.
C) COS ensures that the most skilled agent receives calls first.
D) COS defines which features an agent may access.

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

3. 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

4. At the Quick Credit call center's new location, all agent telephone sets will be administered with the same button configuration.
Which method can the administrator use to quickly create the telephone sets?

A) Use CMS to perform the bulk administration of telephone sets and buttons.
B) Create a template telephone set and use the qcopy station xxxx CM SAT command
C) Use the add station next CM SAT command to program each telephone set and assign buttons
D) Create a template telephone set and use the duplicate station xxxx CM SAT command

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

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

Solutions: