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

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

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

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

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

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

4. What is the term of an extension that routes calls to specific vector?

A) Vector Directory Number (VDN)
B) Routing Directory Number (RDN)
C) Vector Routing Number (VRN)
D) Hunt Group Number (HGN)

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

Solutions: