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

1. A customer has purchased 5200 agent licenses and each agent has been assigned at least 3 skills.
Which two values would be a valid Data Storage Allocation entry for "Maximum agents lagged in"? (Choose two)

A) 15600
B) 100000
C) 500000
D) 10400

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

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

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

4. 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.

5. Which two statements describe why CMS and BCMS reports reflect different data?
(Choose two)

A) BCMS receives data internally and stores data in a volatile switch memory.
B) Repeated use of vu-stats buttons will decrease the level of information in the BCMS internal data.
C) BCMS is interval based and CMS is call based.
D) CMS resides on an external server and stores data on a hard disk, and-has much larger capacities and reporting capabilities.

Solutions: