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

1. Which Advocate feature allows a customer to prioritize calls queued to a single stall and deliver a tiered service level?

A) Dynamic Queue Position
B) Dynamic Threshold Adjustment
C) Vector queuing priorities
D) Service Objective

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

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

3. A customer needs help with maintaining service level targets.
Which Advocate feature will make automated adjustments to overload settings?`

A) Dynamic Threshold Adjustment
B) Dynamic Percent Allocation
C) Service Objective
D) Vector Queuing Priorities

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

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

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

Solutions: