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

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

2. 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 far ACD3 ran before the day ended and only archived part of the day.
B) The nightly archiver for ACD3 failed to run successfully.
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.

3. A customer just upgraded their CMS to release R16 from release Rt4. The switch is release CM4 and is not going to be upgraded to CM 6 until next week When the switch is upgraded, what needs to happen before the link will come up using the CM6 protocol?

A) Both the reporting adjunct the switch and the switch release in the CMS need to be updated
B) Only the switch release in the CMS needs to be changed to CM6.
C) It is not necessary far either the reporting adjunct or the switch release to change.
D) Only the reporting adjunct in the switch needs to be changed to R16 CMS.

4. Which Communication Manager SAT command provides a list of vectors that contain a specific variable?

A) Monitor variables
B) display variables
C) list usage variable
D) List trace variables

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) EWT- Expected Wait Time
D) Percent in Service Level

Solutions: