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

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

2. Far data to be available universally, the "measured Field in CM must be administered to which setting?

A) Measured: both
B) Measured: survivable
C) Measured: external
D) Measured: internal

3. Which communication manager option on the communication manager gives the customer call centre capabilities?

A) Least Occupied Agent (LOA)
B) Automatic Call Distribution (ACD)
C) Expert Agent Selection (EAS)
D) Best Service Routing (BSR)

4. What is the term of an extension that routes calls to specific vector?

A) Routing Directory Number (RDN)
B) Vector Directory Number (VDN)
C) Vector Routing Number (VRN)
D) Hunt Group Number (HGN)

5. 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 improves agent utilization.
D) BSR creates a virtualized pool of agent resources.
E) BSR follows a specified strategy far skill selection.

Solutions: