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

1. In which communication method form is the Call Distribution Method (far example, Expert agent Distribution Last Occupied Agent)

A) VDN farm
B) Vector farm
C) Hunt Group farm
D) Agent Login ID farm

2. 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) Activate on oldest call waiting
C) expected Wait Time (EWT)
D) VDN counted calls

3. 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 is used to restrict calls between incoming and outgoing trunk groups.
C) COS defines which features an agent may access.
D) COS ensures that the most skilled agent receives calls first.

4. 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.

5. A customer wants to optimize agent resources while also servicing calls in queue.
Which Advocate feature will meet this requirement? I

A) Percent Allocation Distribution
B) Dynamic Queue Position
C) Predicted Waft Time
D) Service Objective

Solutions: