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

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

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

2. Which three are settings for Vector Variables? (Choose three)

A) Length
B) Scope
C) Action
D) Stop Position
E) Assignment

3. A customer has 4 ACDs created on the CMS and requests changes on the communication link settings for the ACD 1 How is this accomplished?

A) cmssvc turn cms off but leave ids on, emssve switch setup; make needed changed to ACD 1
B) All changes are made in the CM using the change cam proc screen
C) emssve change authorizations; make needed changes to authorization
D) cmssvc turn cms off but leave ids on; cm-save delete AC01; cmss create ACD1 with new options.

4. Which packet is needed to have skill available instead of hunt groups?

A) Silver
B) Standard with EAS
C) Elite with EAS
D) Premium

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

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

Solutions: