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

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

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

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

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

4. Which Call Center package includes Expert Agent Selection (AES)?]

A) Call Center Elite
B) Call Center Introductory
C) Call Center Standard
D) Call Center Basic

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

Solutions: