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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) Vector
C) Agent
D) Split

2. A customer needs help with maintaining service level targets.
Which Advocate feature will make automated adjustments to overload settings?`

A) Service Objective
B) Dynamic Percent Allocation
C) Dynamic Threshold Adjustment
D) Vector Queuing Priorities

3. Which Advocate feature allows a customer to prioritize calls queued to a single stall and deliver a tiered service level?

A) Service Objective
B) Dynamic Threshold Adjustment
C) Dynamic Queue Position
D) Vector queuing priorities

4. A company is migrating from R14 CMS with 3 ACDs to R16.1 CMS. They are not using ACD2 any more, so they are not planning to migrate it. Instead they want current ACD3 to be ACD2 on the new system.
How can they achieve this?

A) They need to backup only the two ACDs they want to migrate. The migration procedure on the new system will place them automatically.
B) They need to involve Avaya Professional Services, as this can not be done with standard migration procedure.
C) They need to set the ACD they want to migrate, to the ACD spare on the new system on the CMS migration form.
D) They need to save each ACD to separate tapes and migrate them one by one to the appropriate ACD spaces.

5. Which two statements describe why CMS and BCMS reports reflect different data?
(Choose two)

A) BCMS receives data internally and stores data in a volatile switch memory.
B) BCMS is interval based and CMS is call based.
C) Repeated use of vu-stats buttons will decrease the level of information in the BCMS internal data.
D) CMS resides on an external server and stores data on a hard disk, and-has much larger capacities and reporting capabilities.

Solutions: