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

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

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

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

3. Which application or menu can be used for creating an ACD on CMS?

A) cms adm
B) CMS-Terminal
C) CMS-Supervisor
D) cms svc

4. Which three are settings for Vector Variables? (Choose three)

A) Assignment
B) Length
C) Action
D) Stop Position
E) Scope

5. In an active Expert Agent Selection (EAS) environment, what is each hunt group known as?

A) Split
B) Agent
C) Skill
D) Vector

Solutions: