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

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

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

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

3. Which two statements about scheduling backups with the Timetable feature are true?
(Choose two)

A) A Timetable should be scheduled to perform a Maintenance backup when the CMS is feast b
B) Timetable can be used to schedule a LAN backup of the customer's data.
C) A Timetable can be scheduled using CMS Supervisor or ASCII CMS.
D) A Maintenance Backup Timetable is shipped with the CMS system but it is not scheduled.
E) Timetable can be used to schedule a LAN backup of the customer's system.

4. Agents in the Quick Credit call center often give customers there extension number when a return call is required. The main message instructs those who know their party's extension to enter it at any time.
Which two vector commands are used to route the call? (Choose two.)

A) Collect digits
B) Route-to digits
C) Messaging skill
D) Converse-on skill
E) Route-to number

5. Which statement describes the two types of backups, CMSADM and Maintenance, that are on CMS system?

A) Tape backup is called CMSADM, while network backup is referred as Maintenance.
B) MSAOM backup is backing up CMS Administrator database portion, while Maintenance backup holds the Historical Call Data of the call center
C) ADM backup includes all Solaris system files and installed programs except CMS database, while Maintenance backup carries CMS database content
D) Maintenance backup is an incremental backup, while CMSADM is a full backup otherwise there is no difference

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