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

1. The CMS has been checked and the link to the CM is down. The message shown in the log is "PBX switch mismatch. Check the switch setup".
What does this message mean?

A) The wrong CMS has been installed and the correct server needs to be ordered.
B) The wrong Communication Manager version on the CMS has been selected.
C) The wrong type of Communication Manager has been installed and the correct server will need to be ordered.
D) This message can be ignored as it is not the reason the link is down.

2. Which statement describes the two types of backups, CMSADM and Maintenance, that are on CMS system?

A) Tape backup is called CMSADM, while network backup is referred as Maintenance.
B) MSAOM backup is backing up CMS Administrator database portion, while Maintenance backup holds the Historical Call Data of the call center
C) Maintenance backup is an incremental backup, while CMSADM is a full backup otherwise there is no difference
D) ADM backup includes all Solaris system files and installed programs except CMS database, while Maintenance backup carries CMS database content

3. Click the Exhibit button.
The Quick Credit call center opened at 8 a.m. on the Friday, the day after a holiday By
8:30, the customer service line had received 6 customer complaints all1 stemming from calls to the center the day before. Callers complained that they received the "all agents are busy" recording but regardless how long they waited, were never answered.
What caused callers to be queued even though the Quick Credit call center was closed on the holiday?

A) The holiday recording was not functioning properly.
B) An agent forgot to log out.
C) The Communication Manager was down.
D) The holiday was not administered in the holiday tablet

4. To activate, which three options require an Avaya authorization password? (Choose three)

A) the number of agents that the CMS can report on
B) the number of users that can be administered in the CMS
C) simultaneous CMS Supervisor logins
D) the number of ACDs that the CMS system can monitor
E) features assigned to each user

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

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

Solutions: