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

1. Which two statements describe why CMS and BCMS reports reflect different data?
(Choose two)

A) Repeated use of vu-stats buttons will decrease the level of information in the BCMS internal data.
B) BCMS is interval based and CMS is call based.
C) BCMS receives data internally and stores data in a volatile switch memory.
D) CMS resides on an external server and stores data on a hard disk, and-has much larger capacities and reporting capabilities.

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) From the CMS menu. Maintenance Connection Status shows a link operational.
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) The arrow an the CMS menu is up

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

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

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

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

Solutions: