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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) Service Objective
C) Vector Queuing Priorities
D) Dynamic Threshold Adjustment

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

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

3. Which Communication Manager SAT command provides a list of vectors that contain a specific variable?

A) List trace variables
B) display variables
C) list usage variable
D) Monitor variables

4. Which communication manager option on the communication manager gives the customer call centre capabilities?

A) Least Occupied Agent (LOA)
B) Best Service Routing (BSR)
C) Automatic Call Distribution (ACD)
D) Expert Agent Selection (EAS)

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

Solutions: