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Avaya Contact Center on Avaya Aura(TM) Communication Manager and Avaya Call Management System Implementation Sample Questions:
1. A customer has 4 ACDs created on the CMS and requests changes on the communication link settings for the ACD 1 How is this accomplished?
A) cmssvc turn cms off but leave ids on, emssve switch setup; make needed changed to ACD 1
B) cmssvc turn cms off but leave ids on; cm-save delete AC01; cmss create ACD1 with new options.
C) emssve change authorizations; make needed changes to authorization
D) All changes are made in the CM using the change cam proc screen
2. A small but growing software firm is currently subcontracting a call centre to answer its technical support calls. The contact with the agency limits the number of simultaneous tech support calls to 50.
Which vectoring option provides the capability to limit the number of active calls and send the surplus to a busy treatment?
A) Target service level
B) Activate on oldest call waiting
C) VDN counted calls
D) expected Wait Time (EWT)
3. Given the use of default netmask, which set of IP addresses would be valid network address for two network cards in a CMS system?
A) 135.9.86.54 135.9.86.58
B) 135.9.86.54 192.168.2.2
C) 135.9.86.54 135.9.56.56
D) 192.168.2.3 192.168.2.2
4. Which Advocate feature allows a customer to prioritize calls queued to a single stall and deliver a tiered service level?
A) Service Objective
B) Dynamic Queue Position
C) Dynamic Threshold Adjustment
D) Vector queuing priorities
5. What is the term of an extension that routes calls to specific vector?
A) Hunt Group Number (HGN)
B) Vector Directory Number (VDN)
C) Vector Routing Number (VRN)
D) Routing Directory Number (RDN)
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: C | Question # 3 Answer: B | Question # 4 Answer: D | Question # 5 Answer: B |





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