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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 4 ACDs created on the CMS and requests changes on the communication link settings for the ACD 1 How is this accomplished?

A) emssve change authorizations; make needed changes to authorization
B) cmssvc turn cms off but leave ids on, emssve switch setup; make needed changed to ACD 1
C) All changes are made in the CM using the change cam proc screen
D) cmssvc turn cms off but leave ids on; cm-save delete AC01; cmss create ACD1 with new options.

2. Far a sales campaign, the customer created a new VDN 4000 with the names "Sales C".
when running in Avaya CMS supervisor, it does not show the VDN name, only the number.
What must be done to see the name in the report?

A) Refer to the system parameter feature in the Communication manager and activate
"Send names" in the reporting adjunct section.
B) In Avaya CMS Supervisor, refer to the Dictionary and assign the names to the new objects.
C) On the CMS cmssvc menu, display the authorizations to check if "Global Dictionary" is set.
D) In Avaya CMS Supervisor, refer to the User Permissions and assign read permissions to the user.

3. Which Contact Center feature uses advanced algorithms, predictive technology and customer objective to efficiently route calls to agents?

A) ASA-Average Speed of Answer
B) Percent in Service Level
C) EWT- Expected Wait Time
D) Avaya Business Advocate

4. The customer has both BCMS and CMS at a contact center
What is the major difference that could affect call data?

A) BCMS will not collect data if the link to the CMS is down.
B) BCMS holds data longer than CMS
C) CMS records the call at the start of the call, and BCMS records the calf at the end
D) BCMS records the call at the start of the call, and CMS records the call at the end.

5. The CMS has been checked and the link to the CM is down. The message shown in the log is "PBX switch mismatch. Check the switch setup".
What does this message mean?

A) The wrong type of Communication Manager has been installed and the correct server will need to be ordered.
B) This message can be ignored as it is not the reason the link is down.
C) The wrong Communication Manager version on the CMS has been selected.
D) The wrong CMS has been installed and the correct server needs to be ordered.

Solutions: