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

1. Which three ways can be used to verify the CMS is collecting data from the Communication Manage? (Choose three)

A) From the CMS menu. Maintenance Connection Status shows a link operational.
B) From the CMS menu, Maintenance: Error Log Report shows calls being transmitted
C) The /cms/pbx/3cd<#>/spi.err shows calls being transmitted.
D) The arrow an the CMS menu is up
E) The /cms/install/logdir/admin. log shows a link is operational.

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

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

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

4. Agent 20042, a scenario mortgage specialist, is assigned 5 skills.
Which two ways can the agent identify the type of call that being delivered? (Choose two.)

A) by the VDN of Origin announcement before call is delivered
B) by the flashing skill button on the telephone set
C) by the telephone display (a = Originator Name to VDN)
D) by the Skill whisper announcement before call: is delivered

5. CMS Supervisor user forgot their password.
What must he do to reset a password in CMS?

A) Write permission to the System Setup feature and write permission to UNIX.
B) Log in as a CMS administrative user and execute the paaswd command for that user.
C) Perform a manual login from CMS Supervisor and execute the passwd command for that user.
D) Log in as root and execute the password command for that user.

Solutions: