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

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

2. At the Quick Credit call center's new location, all agent telephone sets will be administered with the same button configuration.
Which method can the administrator use to quickly create the telephone sets?

A) Use the add station next CM SAT command to program each telephone set and assign buttons
B) Use CMS to perform the bulk administration of telephone sets and buttons.
C) Create a template telephone set and use the duplicate station xxxx CM SAT command
D) Create a template telephone set and use the qcopy station xxxx CM SAT command

3. Given the use of default netmask, which set of IP addresses would be valid network address for two network cards in a CMS system?

A) 135.9.86.54 135.9.86.58
B) 135.9.86.54 192.168.2.2
C) 135.9.86.54 135.9.56.56
D) 192.168.2.3 192.168.2.2

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

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

5. Which Call Center package includes Expert Agent Selection (AES)?]

A) Call Center Standard
B) Call Center Introductory
C) Call Center Basic
D) Call Center Elite

Solutions: