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

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

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

2. The file that indicates link status has been checked. The link is down and will not come up.
The following message appears
PBX Configuration mismatch, Switch has: 100 agents 23 splits 10 trunks 5 trunk groups
*100 VDNs
What can be done to solve this problem?

A) Increase the File System Partition size on the CMS.
B) Increase the Data Storage Allocation on the CMS.
C) Increase the number of VDNs on the Communication Manager
D) Increase the Free Space Allocation on the CMS

3. 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) VDN counted calls
D) expected Wait Time (EWT)

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

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

5. Click the Exhibit button.
The Quick Credit call center opened at 8 a.m. on the Friday, the day after a holiday By
8:30, the customer service line had received 6 customer complaints all1 stemming from calls to the center the day before. Callers complained that they received the "all agents are busy" recording but regardless how long they waited, were never answered.
What caused callers to be queued even though the Quick Credit call center was closed on the holiday?

A) The holiday recording was not functioning properly.
B) An agent forgot to log out.
C) The Communication Manager was down.
D) The holiday was not administered in the holiday tablet

Solutions: