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

1. 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 backup only the two ACDs they want to migrate. The migration procedure on the new system will place them automatically.
B) They need to set the ACD they want to migrate, to the ACD spare on the new system on the CMS migration form.
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 involve Avaya Professional Services, as this can not be done with standard migration procedure.

2. Which three statements describe the benefits of Best Service Routing (BSR)? (Choose three.)

A) BSR follows a specified strategy far skill selection.
B) BSR improves agent utilization.
C) BSR decreases titer workload across sites.
D) BSR creates a virtualized pool of agent resources.
E) BSR balances and improves service across enterprise.

3. A small but growing software firm is currently subcontracting a call centre to answer its technical support calls. The contact with the agency limits the number of simultaneous tech support calls to 50.
Which vectoring option provides the capability to limit the number of active calls and send the surplus to a busy treatment?

A) Target service level
B) expected Wait Time (EWT)
C) Activate on oldest call waiting
D) VDN counted calls

4. A home shaping company advertises special offers to shapers who place orders on Sundays. Sunday callers are routed a message that describes the special offer before the call is connected; to an agent to take the order. The vector contains a conditional step to test for the day of week (goto step 11 if D=1 (Sunday) and step 11 plays the special offer message).
Which Call Vectoring feature allows letters to be used as conditions or thresholds in many vector commands?

A) Adjunct Routing
B) Call Classification
C) Call Prompting
D) Variables in Vectors

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

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

Solutions: