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

1. CMS Supervisor user forgot their password.
What must he do to reset a password in CMS?

A) Perform a manual login from CMS Supervisor and execute the passwd command for that user.
B) Log in as a CMS administrative user and execute the paaswd command for that user.
C) Write permission to the System Setup feature and write permission to UNIX.
D) Log in as root and execute the password command for that user.

2. 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) Call Classification
C) Call Prompting
D) Variables in Vectors

3. 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) Only the reporting adjunct in the switch needs to be changed to R16 CMS.
B) Only the switch release in the CMS needs to be changed to CM6.
C) Both the reporting adjunct the switch and the switch release in the CMS need to be updated
D) It is not necessary far either the reporting adjunct or the switch release to change.

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

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

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

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

Solutions: