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Avaya Contact Center on Avaya Aura(TM) Communication Manager and Avaya Call Management System Implementation Sample Questions:
1. A customer just upgraded their CMS to release R16 from release Rt4. The switch is release CM4 and is not going to be upgraded to CM 6 until next week When the switch is upgraded, what needs to happen before the link will come up using the CM6 protocol?
A) Both the reporting adjunct the switch and the switch release in the CMS need to be updated
B) Only the switch release in the CMS needs to be changed to CM6.
C) It is not necessary far either the reporting adjunct or the switch release to change.
D) Only the reporting adjunct in the switch needs to be changed to R16 CMS.
2. Which command is used to find the current CMS release?
A) pkginfo cms
B) pkginfo -x cms
C) pkginfo -r cms
D) pkginfo -p cm
3. What is the term of an extension that routes calls to specific vector?
A) Vector Directory Number (VDN)
B) Hunt Group Number (HGN)
C) Vector Routing Number (VRN)
D) Routing Directory Number (RDN)
4. 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) Redesign the routing so all calls funnel through a signal vector
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) Add vector variables to each vector to test for working hours.
5. A customer needs help with maintaining service level targets.
Which Advocate feature will make automated adjustments to overload settings?`
A) Vector Queuing Priorities
B) Dynamic Percent Allocation
C) Service Objective
D) Dynamic Threshold Adjustment
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: B | Question # 3 Answer: A | Question # 4 Answer: B | Question # 5 Answer: D |
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