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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) Agent
B) Split
C) Skill
D) Vector

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

3. How are feature packages, like External Call History or Forecasting, installed an a CMS system?

A) Using cms adm menu:, pkg_install option
B) Using CMS main menu, System Setup menu, Package management option
C) Using cms svc menu, pkg_install option
D) From Solaris shell as root by issuing 'pkgadd -d <package name>' command

4. 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) 135.9.86.54 135.9.56.56
B) 135.9.86.54 192.168.2.2
C) 135.9.86.54 135.9.86.58
D) 192.168.2.3 192.168.2.2

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

Solutions: