Avaya 6201.1

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

1. CMS Supervisor user forgot their password.
What must he do to reset a password in CMS?

A) Perform a manual login from CMS Supervisor and execute the passwd command for that user.
B) Log in as a CMS administrative user and execute the paaswd command for that user.
C) Log in as root and execute the password command for that user.
D) Write permission to the System Setup feature and write permission to UNIX.

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

3. 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) collect-digits
C) converse-on
D) queue-to

4. 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) Add vector variables to each vector to test for working 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) Change announcements for each skill to include working hours and advice callers to hang up if not calling during those hours.

5. Which three statements describe the benefits of Best Service Routing (BSR)? (Choose three.)

A) BSR improves agent utilization.
B) BSR follows a specified strategy far skill selection.
C) BSR balances and improves service across enterprise.
D) BSR creates a virtualized pool of agent resources.
E) BSR decreases titer workload across sites.

Solutions: