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

1. 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 flashing skill button on the telephone set
D) by the VDN of Origin announcement before call is delivered

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

3. CMS Supervisor user forgot their password.
What must he do to reset a password in CMS?

A) Log in as a CMS administrative user and execute the paaswd command for that user.
B) Log in as root and execute the password command for that user.
C) Perform a manual login from CMS Supervisor and execute the passwd command for that user.
D) Write permission to the System Setup feature and write permission to UNIX.

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

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

5. Which two Advocate features address the condition called the Supervisor Shuffle? (Choose two)

A) Predicted Wait Time
B) Service Objective
C) Reserve Agent
D) Vector queuing priority

Solutions: