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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 Elite
C) Call Center Basic
D) Call Center Introductory

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

3. 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) Percent Allocation Distribution
C) Dynamic Queue Position
D) Service Objective

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

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

5. A company is migrating from R14 CMS with 3 ACDs to R16.1 CMS. They are not using ACD2 any more, so they are not planning to migrate it. Instead they want current ACD3 to be ACD2 on the new system.
How can they achieve this?

A) They need to involve Avaya Professional Services, as this can not be done with standard migration procedure.
B) They need to set the ACD they want to migrate, to the ACD spare on the new system on the CMS migration form.
C) They need to backup only the two ACDs they want to migrate. The migration procedure on the new system will place them automatically.
D) They need to save each ACD to separate tapes and migrate them one by one to the appropriate ACD spaces.

Solutions: