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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 Communication Manager was down.
D) The holiday was not administered in the holiday tablet

2. The file that indicates link status has been checked. The link is down and will not come up.
The following message appears
PBX Configuration mismatch, Switch has: 100 agents 23 splits 10 trunks 5 trunk groups
*100 VDNs
What can be done to solve this problem?

A) Increase the File System Partition size on the CMS.
B) Increase the number of VDNs on the Communication Manager
C) Increase the Data Storage Allocation on the CMS.
D) Increase the Free Space Allocation on the CMS

3. 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 for ACD3 failed to run successfully.
C) The nightly archiver far ACD3 ran before the day ended and only archived part of the day.
D) The nightly backup was in contention far the nightly archiver for ACD3.

4. At the Quick Credit call center's new location, all agent telephone sets will be administered with the same button configuration.
Which method can the administrator use to quickly create the telephone sets?

A) Create a template telephone set and use the duplicate station xxxx CM SAT command
B) Use the add station next CM SAT command to program each telephone set and assign buttons
C) Use CMS to perform the bulk administration of telephone sets and buttons.
D) Create a template telephone set and use the qcopy station xxxx CM SAT command

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

Solutions: