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

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

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

2. 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) The holiday was not administered in the holiday tablet
B) The Communication Manager was down.
C) The holiday recording was not functioning properly.
D) An agent forgot to log out.

3. The customer has both BCMS and CMS at a contact center
What is the major difference that could affect call data?

A) CMS records the call at the start of the call, and BCMS records the calf at the end
B) BCMS holds data longer than CMS
C) BCMS records the call at the start of the call, and CMS records the call at the end.
D) BCMS will not collect data if the link to the CMS is down.

4. Which packet is needed to have skill available instead of hunt groups?

A) Silver
B) Premium
C) Standard with EAS
D) Elite with EAS

5. A company is migrating from R14 CMS with 3 ACDs to R16.1 CMS. They are not using ACD2 any more, so they are not planning to migrate it. Instead they want current ACD3 to be ACD2 on the new system.
How can they achieve this?

A) They need to save each ACD to separate tapes and migrate them one by one to the appropriate ACD spaces.
B) They need to backup only the two ACDs they want to migrate. The migration procedure on the new system will place them automatically.
C) They need to set the ACD they want to migrate, to the ACD spare on the new system on the CMS migration form.
D) They need to involve Avaya Professional Services, as this can not be done with standard migration procedure.

Solutions: