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

1. The quick credit call center management has described to move to 24 hour support for same center operations. Because the standard practice has always been to start each vector with the same 5 steps to test for working hours, making the change will require modifying almost all of the vectors.
While making the changes, what can be done to make the future changes easier and more efficient?

A) Change announcements for each skill to include working hours and advice callers to hang up if not calling during those hours.
B) Create vector subroutine that can be used in all vectors that have the same working hours
C) Redesign the routing so all calls funnel through a signal vector
D) Add vector variables to each vector to test for working hours.

2. Which Communication Manager SAT command provides a list of vectors that contain a specific variable?

A) List trace variables
B) list usage variable
C) Monitor variables
D) display variables

3. Far a sales campaign, the customer created a new VDN 4000 with the names "Sales C".
when running in Avaya CMS supervisor, it does not show the VDN name, only the number.
What must be done to see the name in the report?

A) Refer to the system parameter feature in the Communication manager and activate
"Send names" in the reporting adjunct section.
B) In Avaya CMS Supervisor, refer to the User Permissions and assign read permissions to the user.
C) On the CMS cmssvc menu, display the authorizations to check if "Global Dictionary" is set.
D) In Avaya CMS Supervisor, refer to the Dictionary and assign the names to the new objects.

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

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

5. A company is migrating from R14 CMS with 3 ACDs to R16.1 CMS. They are not using ACD2 any more, so they are not planning to migrate it. Instead they want current ACD3 to be ACD2 on the new system.
How can they achieve this?

A) They need to save each ACD to separate tapes and migrate them one by one to the appropriate ACD spaces.
B) They need to set the ACD they want to migrate, to the ACD spare on the new system on the CMS migration form.
C) They need to backup only the two ACDs they want to migrate. The migration procedure on the new system will place them automatically.
D) They need to involve Avaya Professional Services, as this can not be done with standard migration procedure.

Solutions: