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

1. A customer has 4 ACDs created on the CMS and requests changes on the communication link settings for the ACD 1 How is this accomplished?

A) All changes are made in the CM using the change cam proc screen
B) cmssvc turn cms off but leave ids on, emssve switch setup; make needed changed to ACD 1
C) emssve change authorizations; make needed changes to authorization
D) cmssvc turn cms off but leave ids on; cm-save delete AC01; cmss create ACD1 with new options.

2. A customer has purchased 5200 agent licenses and each agent has been assigned at least 3 skills.
Which two values would be a valid Data Storage Allocation entry for "Maximum agents lagged in"? (Choose two)

A) 10400
B) 100000
C) 500000
D) 15600

3. In which communication method form is the Call Distribution Method (far example, Expert agent Distribution Last Occupied Agent)

A) Vector farm
B) Agent Login ID farm
C) Hunt Group farm
D) VDN farm

4. During implementation testing, the technician notices that the communication manager display events command shows number of entries for "Event type 30, No TTR available" upon further investigation the technician finds that the TTR has not yet been installed.
Which vector command failed (causing the Event Type 30) because there was no TTR?

A) route-to-digits
B) queue-to
C) collect-digits
D) converse-on

5. A small but growing software firm is currently subcontracting a call centre to answer its technical support calls. The contact with the agency limits the number of simultaneous tech support calls to 50.
Which vectoring option provides the capability to limit the number of active calls and send the surplus to a busy treatment?

A) VDN counted calls
B) expected Wait Time (EWT)
C) Target service level
D) Activate on oldest call waiting

Solutions: