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

1. Which three statements describe the benefits of Best Service Routing (BSR)? (Choose three.)

A) BSR improves agent utilization.
B) BSR decreases titer workload across sites.
C) BSR follows a specified strategy far skill selection.
D) BSR creates a virtualized pool of agent resources.
E) BSR balances and improves service across enterprise.

2. Agent 20042, a scenario mortgage specialist, is assigned 5 skills.
Which two ways can the agent identify the type of call that being delivered? (Choose two.)

A) by the VDN of Origin announcement before call is delivered
B) by the flashing skill button on the telephone set
C) by the Skill whisper announcement before call: is delivered
D) by the telephone display (a = Originator Name to VDN)

3. Which Communication Manager SAT command provides a list of vectors that contain a specific variable?

A) list usage variable
B) Monitor variables
C) display variables
D) List trace variables

4. 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

5. A customer has 3 ACDs on CMS. ACD1 is in the Eastern time zone; ACD2 is the central time zone, and ACD3 is the Pacific Time zone. The Master clack is in the Central time zone. The users look at a historical daily report for ACD3 and the total calls are less than the interval totals for the same skill and date.
Which statement describes why they do not match?

A) The nightly backup was in contention far the nightly archiver for ACD3.
B) The nightly archiver for ACD3 failed to run successfully.
C) The nightly archivers far ACD1 and ACD2 have not complete yet.
D) The nightly archiver far ACD3 ran before the day ended and only archived part of the day.

Solutions: