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

1. A customer has 3 ACDs on CMS. ACD1 is in the Eastern time zone; ACD2 is the central time zone, and ACD3 is the Pacific Time zone. The Master clack is in the Central time zone. The users look at a historical daily report for ACD3 and the total calls are less than the interval totals for the same skill and date.
Which statement describes why they do not match?

A) The nightly archiver for ACD3 failed to run successfully.
B) The nightly archiver far ACD3 ran before the day ended and only archived part of the day.
C) The nightly archivers far ACD1 and ACD2 have not complete yet.
D) The nightly backup was in contention far the nightly archiver for ACD3.

2. Far data to be available universally, the "measured Field in CM must be administered to which setting?

A) Measured: both
B) Measured: survivable
C) Measured: external
D) Measured: internal

3. What is the purpose of class of service (COS) administration of Contact Centre?

A) COS restricts the calls a user can make and receive.
B) COS ensures that the most skilled agent receives calls first.
C) COS is used to restrict calls between incoming and outgoing trunk groups.
D) COS defines which features an agent may access.

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

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

5. How are feature packages, like External Call History or Forecasting, installed an a CMS system?

A) From Solaris shell as root by issuing 'pkgadd -d <package name>' command
B) Using cms adm menu:, pkg_install option
C) Using cms svc menu, pkg_install option
D) Using CMS main menu, System Setup menu, Package management option

Solutions: