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

1. Which packet is needed to have skill available instead of hunt groups?

A) Silver
B) Premium
C) Standard with EAS
D) Elite with EAS

2. Which Contact Center feature uses advanced algorithms, predictive technology and customer objective to efficiently route calls to agents?

A) ASA-Average Speed of Answer
B) EWT- Expected Wait Time
C) Percent in Service Level
D) Avaya Business Advocate

3. Agent 20042, a scenario mortgage specialist, is assigned 5 skills.
Which two ways can the agent identify the type of call that being delivered? (Choose two.)

A) by the telephone display (a = Originator Name to VDN)
B) by the VDN of Origin announcement before call is delivered
C) by the Skill whisper announcement before call: is delivered
D) by the flashing skill button on the telephone set

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

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

5. Which two statements about CMS and CM connectivity are true? (Choose two)

A) If the switch uses a processor Ethernet instead of a CLAN card, it must use a direct connect to the CMS through a network.
B) If the switch uses a CLAN card, the switch must be direct-connected to the CMS
C) The switch can have a direct-connect to the CMS
D) The switch and CMS can he connected through a network.

Solutions: