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

1. A customer needs help with maintaining service level targets.
Which Advocate feature will make automated adjustments to overload settings?`

A) Dynamic Percent Allocation
B) Vector Queuing Priorities
C) Service Objective
D) Dynamic Threshold Adjustment

2. 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) collect-digits
B) route-to-digits
C) queue-to
D) converse-on

3. A customer has 4 ACDs created on the CMS and requests changes on the communication link settings for the ACD 1 How is this accomplished?

A) cmssvc turn cms off but leave ids on; cm-save delete AC01; cmss create ACD1 with new options.
B) emssve change authorizations; make needed changes to authorization
C) All changes are made in the CM using the change cam proc screen
D) cmssvc turn cms off but leave ids on, emssve switch setup; make needed changed to ACD 1

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 involve Avaya Professional Services, as this can not be done with standard migration procedure.
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 save each ACD to separate tapes and migrate them one by one to the appropriate ACD spaces.

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

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

Solutions: