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


2. Given the use of default netmask, which set of IP addresses would be valid network address for two network cards in a CMS system?

A) 135.9.86.54 135.9.56.56
B) 192.168.2.3 192.168.2.2
C) 135.9.86.54 135.9.86.58
D) 135.9.86.54 192.168.2.2


3. During implementation testing, the technician notices that the communication manager display events command shows number of entries for "Event type 30, No TTR available" upon further investigation the technician finds that the TTR has not yet been installed.
Which vector command failed (causing the Event Type 30) because there was no TTR?

A) collect-digits
B) queue-to
C) converse-on
D) route-to-digits


4. The customer has both BCMS and CMS at a contact center
What is the major difference that could affect call data?

A) BCMS holds data longer than CMS
B) BCMS records the call at the start of the call, and CMS records the call at the end.
C) BCMS will not collect data if the link to the CMS is down.
D) CMS records the call at the start of the call, and BCMS records the calf at the end


5. 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 archivers far ACD1 and ACD2 have not complete yet.
B) The nightly archiver far ACD3 ran before the day ended and only archived part of the day.
C) The nightly backup was in contention far the nightly archiver for ACD3.
D) The nightly archiver for ACD3 failed to run successfully.


Solutions:

Question # 1
Answer: C
Question # 2
Answer: D
Question # 3
Answer: A
Question # 4
Answer: B
Question # 5
Answer: B

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