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

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

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

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

3. Which announcement type resides in a TN2501AP circuit pack, and supports recording locally from a telephone, or can use generated way announcement fifes?

A) Adjunct
B) Local
C) Integrated
D) External

4. A customer wants to optimize agent resources while also servicing calls in queue.
Which Advocate feature will meet this requirement? I

A) Predicted Waft Time
B) Dynamic Queue Position
C) Percent Allocation Distribution
D) Service Objective

5. Which three statements describe the benefits of Best Service Routing (BSR)? (Choose three.)

A) BSR decreases titer workload across sites.
B) BSR creates a virtualized pool of agent resources.
C) BSR balances and improves service across enterprise.
D) BSR follows a specified strategy far skill selection.
E) BSR improves agent utilization.

Solutions: