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

1. Which command is used to find the current CMS release?

A) pkginfo cms
B) pkginfo -x cms
C) pkginfo -r cms
D) pkginfo -p cm

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

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

3. 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

4. Which two statements about scheduling backups with the Timetable feature are true?
(Choose two)

A) A Timetable should be scheduled to perform a Maintenance backup when the CMS is feast b
B) Timetable can be used to schedule a LAN backup of the customer's system.
C) A Maintenance Backup Timetable is shipped with the CMS system but it is not scheduled.
D) A Timetable can be scheduled using CMS Supervisor or ASCII CMS.
E) Timetable can be used to schedule a LAN backup of the customer's data.

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

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

Solutions: