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

1. In an active non-Expert agent selection (AES) environment, what is each hunt group known as?

A) Vector
B) Split
C) Agent
D) Skill

2. 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.

3. In an active Expert Agent Selection (EAS) environment, what is each hunt group known as?

A) Vector
B) Split
C) Agent
D) Skill

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

5. A customer needs help with maintaining service level targets.
Which Advocate feature will make automated adjustments to overload settings?`

A) Vector Queuing Priorities
B) Service Objective
C) Dynamic Percent Allocation
D) Dynamic Threshold Adjustment

Solutions: