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

1. A home shaping company advertises special offers to shapers who place orders on Sundays. Sunday callers are routed a message that describes the special offer before the call is connected; to an agent to take the order. The vector contains a conditional step to test for the day of week (goto step 11 if D=1 (Sunday) and step 11 plays the special offer message).
Which Call Vectoring feature allows letters to be used as conditions or thresholds in many vector commands?

A) Adjunct Routing
B) Variables in Vectors
C) Call Prompting
D) Call Classification

2. Agents in the Quick Credit call center often give customers there extension number when a return call is required. The main message instructs those who know their party's extension to enter it at any time.
Which two vector commands are used to route the call? (Choose two.)

A) Converse-on skill
B) Collect digits
C) Messaging skill
D) Route-to number
E) Route-to digits

3. In an active non-Expert agent selection (AES) environment, what is each hunt group known as?

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

4. At the Quick Credit call center's new location, all agent telephone sets will be administered with the same button configuration.
Which method can the administrator use to quickly create the telephone sets?

A) Use CMS to perform the bulk administration of telephone sets and buttons.
B) Create a template telephone set and use the qcopy station xxxx CM SAT command
C) Use the add station next CM SAT command to program each telephone set and assign buttons
D) Create a template telephone set and use the duplicate station xxxx CM SAT command

5. To configure the eri0 network device on CMS, which set of Solaris files, must be edited?

A) /etc/hostname. Eri0 and /etc/netmasks
B) /net/eri0 and/net/netmasks
C) /cms/install/net use and /cms/install/netboo.eri0
D) /dev/eri0 and /dev/hostname.eri0

Solutions: