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

1. Which Contact Center feature uses advanced algorithms, predictive technology and customer objective to efficiently route calls to agents?

A) ASA-Average Speed of Answer
B) EWT- Expected Wait Time
C) Percent in Service Level
D) Avaya Business Advocate

2. Which communication manager option on the communication manager gives the customer call centre capabilities?

A) Best Service Routing (BSR)
B) Automatic Call Distribution (ACD)
C) Least Occupied Agent (LOA)
D) Expert Agent Selection (EAS)

3. Which two statements describe why CMS and BCMS reports reflect different data?
(Choose two)

A) BCMS is interval based and CMS is call based.
B) Repeated use of vu-stats buttons will decrease the level of information in the BCMS internal data.
C) CMS resides on an external server and stores data on a hard disk, and-has much larger capacities and reporting capabilities.
D) BCMS receives data internally and stores data in a volatile switch memory.

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

5. Which two Advocate features address the condition called the Supervisor Shuffle? (Choose two)

A) Vector queuing priority
B) Predicted Wait Time
C) Service Objective
D) Reserve Agent

Solutions: