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

1. To configure the eri0 network device on CMS, which set of Solaris files, must be edited?

A) /dev/eri0 and /dev/hostname.eri0
B) /net/eri0 and/net/netmasks
C) /cms/install/net use and /cms/install/netboo.eri0
D) /etc/hostname. Eri0 and /etc/netmasks

2. In an active non-Expert agent selection (AES) environment, what is each hunt group known as?

A) Agent
B) Skill
C) Vector
D) Split

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

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

4. A home shaping company advertises special offers to shapers who place orders on Sundays. Sunday callers are routed a message that describes the special offer before the call is connected; to an agent to take the order. The vector contains a conditional step to test for the day of week (goto step 11 if D=1 (Sunday) and step 11 plays the special offer message).
Which Call Vectoring feature allows letters to be used as conditions or thresholds in many vector commands?

A) Adjunct Routing
B) Variables in Vectors
C) Call Classification
D) Call Prompting

5. Which communication manager option on the communication manager gives the customer call centre capabilities?

A) Least Occupied Agent (LOA)
B) Automatic Call Distribution (ACD)
C) Best Service Routing (BSR)
D) Expert Agent Selection (EAS)

Solutions: