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

1. The customer has both BCMS and CMS at a contact center
What is the major difference that could affect call data?

A) CMS records the call at the start of the call, and BCMS records the calf at the end
B) BCMS holds data longer than CMS
C) BCMS records the call at the start of the call, and CMS records the call at the end.
D) BCMS will not collect data if the link to the CMS is down.

2. 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 holiday recording was not functioning properly.
B) An agent forgot to log out.
C) The Communication Manager was down.
D) The holiday was not administered in the holiday tablet

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

4. Which Call Center package includes Expert Agent Selection (AES)?]

A) Call Center Introductory
B) Call Center Elite
C) Call Center Standard
D) Call Center Basic

5. Click the Exhibit button.

A customer's CMS link has been set up properly. After turning CMS on, the link does not come up. Based on the lines in /cms/pbx/acd1/spi.err, what is the cause for this issue?

A) CMS version is not configured an the system-parameters features farm,
B) CMS version is misconfigured on the system-parameters features form.
C) There is no network connection to CLAN.
D) CM version is not matching CMS setup.

Solutions: