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

1. In an active Expert Agent Selection (EAS) environment, what is each hunt group known as?

A) Vector
B) Agent
C) Split
D) Skill

2. A customer has 3 ACDs on CMS. ACD1 is in the Eastern time zone; ACD2 is the central time zone, and ACD3 is the Pacific Time zone. The Master clack is in the Central time zone. The users look at a historical daily report for ACD3 and the total calls are less than the interval totals for the same skill and date.
Which statement describes why they do not match?

A) The nightly backup was in contention far the nightly archiver for ACD3.
B) The nightly archiver far ACD3 ran before the day ended and only archived part of the day.
C) The nightly archiver for ACD3 failed to run successfully.
D) The nightly archivers far ACD1 and ACD2 have not complete yet.

3. 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) Adjunct Routing
B) Call Prompting
C) Variables in Vectors
D) Call Classification

4. Which two statements describe why CMS and BCMS reports reflect different data?
(Choose two)

A) CMS resides on an external server and stores data on a hard disk, and-has much larger capacities and reporting capabilities.
B) Repeated use of vu-stats buttons will decrease the level of information in the BCMS internal data.
C) BCMS is interval based and CMS is call based.
D) BCMS receives data internally and stores data in a volatile switch memory.

5. The CMS has been checked and the link to the CM is down. The message shown in the log is "PBX switch mismatch. Check the switch setup".
What does this message mean?

A) The wrong CMS has been installed and the correct server needs to be ordered.
B) The wrong type of Communication Manager has been installed and the correct server will need to be ordered.
C) This message can be ignored as it is not the reason the link is down.
D) The wrong Communication Manager version on the CMS has been selected.

Solutions: