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

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

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

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

3. Click the Exhibit button.

A customer's CMS link has been set up properly. After turning CMS on, the link does not come up. Based on the lines in /cms/pbx/acd1/spi.err, what is the cause for this issue?

A) There is no network connection to CLAN.
B) CMS version is not configured an the system-parameters features farm,
C) CM version is not matching CMS setup.
D) CMS version is misconfigured on the system-parameters features form.

4. What is the purpose of class of service (COS) administration of Contact Centre?

A) COS restricts the calls a user can make and receive.
B) COS is used to restrict calls between incoming and outgoing trunk groups.
C) COS ensures that the most skilled agent receives calls first.
D) COS defines which features an agent may access.

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

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

Solutions: