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

1. Agents in the Quick Credit call center often give customers there extension number when a return call is required. The main message instructs those who know their party's extension to enter it at any time.
Which two vector commands are used to route the call? (Choose two.)

A) Route-to number
B) Converse-on skill
C) Messaging skill
D) Route-to digits
E) Collect digits

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

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

3. Which command is used to find the current CMS release?

A) pkginfo -x cms
B) pkginfo -r cms
C) pkginfo cms
D) pkginfo -p cm

4. 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) Change announcements for each skill to include working hours and advice callers to hang up if not calling during those hours.
C) Create vector subroutine that can be used in all vectors that have the same working hours
D) Add vector variables to each vector to test for working hours.

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

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

Solutions: