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Avaya Contact Center on Avaya Aura(TM) Communication Manager and Avaya Call Management System Implementation Sample Questions:
1. A company is migrating from R14 CMS with 3 ACDs to R16.1 CMS. They are not using ACD2 any more, so they are not planning to migrate it. Instead they want current ACD3 to be ACD2 on the new system.
How can they achieve this?
A) They need to involve Avaya Professional Services, as this can not be done with standard migration procedure.
B) They need to save each ACD to separate tapes and migrate them one by one to the appropriate ACD spaces.
C) They need to backup only the two ACDs they want to migrate. The migration procedure on the new system will place them automatically.
D) They need to set the ACD they want to migrate, to the ACD spare on the new system on the CMS migration form.
2. Which Call Center package includes Expert Agent Selection (AES)?]
A) Call Center Standard
B) Call Center Basic
C) Call Center Elite
D) Call Center Introductory
3. Which application or menu can be used for creating an ACD on CMS?
A) CMS-Terminal
B) cms svc
C) CMS-Supervisor
D) cms adm
4. 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 Communication Manager was down.
B) The holiday recording was not functioning properly.
C) An agent forgot to log out.
D) The holiday was not administered in the holiday tablet
5. Which two statements describe why CMS and BCMS reports reflect different data?
(Choose two)
A) Repeated use of vu-stats buttons will decrease the level of information in the BCMS internal data.
B) CMS resides on an external server and stores data on a hard disk, and-has much larger capacities and reporting capabilities.
C) BCMS is interval based and CMS is call based.
D) BCMS receives data internally and stores data in a volatile switch memory.
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: C | Question # 3 Answer: C | Question # 4 Answer: D | Question # 5 Answer: B,C |




