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

1. The quick credit call center management has described to move to 24 hour support for same center operations. Because the standard practice has always been to start each vector with the same 5 steps to test for working hours, making the change will require modifying almost all of the vectors.
While making the changes, what can be done to make the future changes easier and more efficient?

A) Add vector variables to each vector to test for working hours.
B) Create vector subroutine that can be used in all vectors that have the same working hours
C) Change announcements for each skill to include working hours and advice callers to hang up if not calling during those hours.
D) Redesign the routing so all calls funnel through a signal vector

2. Which command is used to find the current CMS release?

A) pkginfo -x cms
B) pkginfo cms
C) pkginfo -r cms
D) pkginfo -p cm

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

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

4. In an active Expert Agent Selection (EAS) environment, what is each hunt group known as?

A) Split
B) Agent
C) Vector
D) Skill

5. How are feature packages, like External Call History or Forecasting, installed an a CMS system?

A) Using cms adm menu:, pkg_install option
B) Using CMS main menu, System Setup menu, Package management option
C) Using cms svc menu, pkg_install option
D) From Solaris shell as root by issuing 'pkgadd -d <package name>' command

Solutions: