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

1. A customer has purchased 5200 agent licenses and each agent has been assigned at least 3 skills.
Which two values would be a valid Data Storage Allocation entry for "Maximum agents lagged in"? (Choose two)

A) 15600
B) 10400
C) 500000
D) 100000

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

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

3. Which two statements about scheduling backups with the Timetable feature are true?
(Choose two)

A) A Timetable can be scheduled using CMS Supervisor or ASCII CMS.
B) Timetable can be used to schedule a LAN backup of the customer's system.
C) Timetable can be used to schedule a LAN backup of the customer's data.
D) A Timetable should be scheduled to perform a Maintenance backup when the CMS is feast b
E) A Maintenance Backup Timetable is shipped with the CMS system but it is not scheduled.

4. 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

5. The quick credit call center management has described to move to 24 hour support for same center operations. Because the standard practice has always been to start each vector with the same 5 steps to test for working hours, making the change will require modifying almost all of the vectors.
While making the changes, what can be done to make the future changes easier and more efficient?

A) Redesign the routing so all calls funnel through a signal vector
B) Create vector subroutine that can be used in all vectors that have the same working hours
C) Change announcements for each skill to include working hours and advice callers to hang up if not calling during those hours.
D) Add vector variables to each vector to test for working hours.

Solutions: