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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 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

2. A customer needs help with maintaining service level targets.
Which Advocate feature will make automated adjustments to overload settings?`

A) Dynamic Threshold Adjustment
B) Vector Queuing Priorities
C) Dynamic Percent Allocation
D) Service Objective

3. Click the exhibit button

A Miami based medical center is defining evacuation procedures for severe weather conditions The center has decided to plan for two types evacuations, major and minor During a minor evacuation; the center will staff only a few medical answer line agents to answer critical calls major evacuation the answer line will not be staffed instead of reaching a live agent, callers will receive a pre-recorded information In the example vector segment, what is represented by the E in steps 2 and 3?

A) E is a standard vector code for evacuation
B) E has a vector variable that is changed when an evacuation is required
C) E has been administered as a Feature Access Code
D) E is assigned to a VDN that routes calls to an evacuation vector

4. 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 restricts the calls a user can make and receive.
C) COS is used to restrict calls between incoming and outgoing trunk groups.
D) COS defines which features an agent may access.

5. 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.

Solutions: