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Avaya Contact Center on Avaya Aura(TM) Communication Manager and Avaya Call Management System Implementation Sample Questions:
1. 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) Call Prompting
B) Call Classification
C) Variables in Vectors
D) Adjunct Routing
2. Which Call Center package includes Expert Agent Selection (AES)?]
A) Call Center Basic
B) Call Center Elite
C) Call Center Introductory
D) Call Center Standard
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) CM version is not matching CMS setup.
C) CMS version is misconfigured on the system-parameters features form.
D) CMS version is not configured an the system-parameters features farm,
4. 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 set the ACD they want to migrate, to the ACD spare on the new system on the CMS migration form.
B) They need to backup only the two ACDs they want to migrate. The migration procedure on the new system will place them automatically.
C) They need to save each ACD to separate tapes and migrate them one by one to the appropriate ACD spaces.
D) They need to involve Avaya Professional Services, as this can not be done with standard migration procedure.
5. Which Contact Center feature uses advanced algorithms, predictive technology and customer objective to efficiently route calls to agents?
A) Avaya Business Advocate
B) EWT- Expected Wait Time
C) Percent in Service Level
D) ASA-Average Speed of Answer
Solutions:
Question # 1 Answer: C | Question # 2 Answer: B | Question # 3 Answer: B | Question # 4 Answer: C | Question # 5 Answer: A |