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

1. A customer wants to optimize agent resources while also servicing calls in queue.
Which Advocate feature will meet this requirement? I

A) Predicted Waft Time
B) Service Objective
C) Percent Allocation Distribution
D) Dynamic Queue Position

2. Which two Advocate features address the condition called the Supervisor Shuffle? (Choose two)

A) Service Objective
B) Predicted Wait Time
C) Vector queuing priority
D) Reserve Agent

3. A technician has loaded Avaya Terminal Emulator on a customer's PC, and is trying to connect the CMS when it times out. A ping is tried, with no response.
What is a possible cause-of this problem?

A) The wrong version of Avaya Terminal Emulator has been loaded on the PC.
B) Avaya Terminal Emulator is being used on an unsupported operating system.
C) Avaya Terminal Emulator did not load correctly and needs to be reloaded.
D) There is a firewall between the PC and the CMS.

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) Change announcements for each skill to include working hours and advice callers to hang up if not calling during those hours.
B) Add vector variables to each vector to test for working hours.
C) Create vector subroutine that can be used in all vectors that have the same working hours
D) Redesign the routing so all calls funnel through a signal vector

5. Which two statements describe why CMS and BCMS reports reflect different data?
(Choose two)

A) CMS resides on an external server and stores data on a hard disk, and-has much larger capacities and reporting capabilities.
B) BCMS is interval based and CMS is call based.
C) Repeated use of vu-stats buttons will decrease the level of information in the BCMS internal data.
D) BCMS receives data internally and stores data in a volatile switch memory.

Solutions: