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

1. 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) Create vector subroutine that can be used in all vectors that have the same working hours
B) Redesign the routing so all calls funnel through a signal vector
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.

2. 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) External
D) Integrated

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

4. Which communication manager option on the communication manager gives the customer call centre capabilities?

A) Automatic Call Distribution (ACD)
B) Best Service Routing (BSR)
C) Expert Agent Selection (EAS)
D) Least Occupied Agent (LOA)

5. In which communication method form is the Call Distribution Method (far example, Expert agent Distribution Last Occupied Agent)

A) Agent Login ID farm
B) Vector farm
C) Hunt Group farm
D) VDN farm

Solutions: