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

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

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

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) Avaya Terminal Emulator did not load correctly and needs to be reloaded.
B) The wrong version of Avaya Terminal Emulator has been loaded on the PC.
C) Avaya Terminal Emulator is being used on an unsupported operating system.
D) There is a firewall between the PC and the CMS.

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

4. A customer wants to optimize agent resources while also servicing calls in queue.
Which Advocate feature will meet this requirement? I

A) Service Objective
B) Predicted Waft Time
C) Dynamic Queue Position
D) Percent Allocation Distribution

5. Which packet is needed to have skill available instead of hunt groups?

A) Elite with EAS
B) Standard with EAS
C) Silver
D) Premium

Solutions: