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

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

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

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

3. Which application or menu can be used for creating an ACD on CMS?

A) cms adm
B) cms svc
C) CMS-Terminal
D) CMS-Supervisor

4. Which announcement type resides in a TN2501AP circuit pack, and supports recording locally from a telephone, or can use generated way announcement fifes?

A) Integrated
B) Local
C) Adjunct
D) External

5. Which three are settings for Vector Variables? (Choose three)

A) Assignment
B) Scope
C) Action
D) Length
E) Stop Position

Solutions: