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

1. A technician integrates the customer's network and links the CM reference between CM and CMS is greater than 24 hours.
What can be done to fix the problem?

A) From Solaris login as root and use the date command
B) In. CMS, login as root and use the /cms/datesync command to sync the CMS and CM time.
C) Shutdown the CMS to the ak prompt level and adjust the BIOS time.
D) Run the script /cms/install/autotime to synchronize the Communication Manager's time to the CMS

2. In which communication method form is the Call Distribution Method (far example, Expert agent Distribution Last Occupied Agent)

A) Vector farm
B) VDN farm
C) Agent Login ID farm
D) Hunt Group farm

3. Which application or menu can be used for creating an ACD on CMS?

A) cms svc
B) cms adm
C) CMS-Supervisor
D) CMS-Terminal

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

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

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

Solutions: