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

1. In an active non-Expert agent selection (AES) environment, what is each hunt group known as?

A) Skill
B) Agent
C) Vector
D) Split

2. Click the exhibit button

A Miami based medical center is defining evacuation procedures for severe weather conditions The center has decided to plan for two types evacuations, major and minor During a minor evacuation; the center will staff only a few medical answer line agents to answer critical calls major evacuation the answer line will not be staffed instead of reaching a live agent, callers will receive a pre-recorded information In the example vector segment, what is represented by the E in steps 2 and 3?

A) E has a vector variable that is changed when an evacuation is required
B) E is assigned to a VDN that routes calls to an evacuation vector
C) E has been administered as a Feature Access Code
D) E is a standard vector code for evacuation

3. When connecting the service PC to S8800, the cable connects the System Management Ethernet connector port.
Which port is used when hooking the monitor to the CMS T5220?

A) XVR-300XB port
B) NET 1Port
C) NET MGT Port
D) SER MGT Port

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) 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.

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

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

Solutions: