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

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

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

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

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

3. The customer has both BCMS and CMS at a contact center
What is the major difference that could affect call data?

A) BCMS records the call at the start of the call, and CMS records the call at the end.
B) BCMS will not collect data if the link to the CMS is down.
C) CMS records the call at the start of the call, and BCMS records the calf at the end
D) BCMS holds data longer than CMS

4. Which application or menu can be used for creating an ACD on CMS?

A) cms svc
B) CMS-Supervisor
C) CMS-Terminal
D) cms adm

5. A customer has 3 ACDs on CMS. ACD1 is in the Eastern time zone; ACD2 is the central time zone, and ACD3 is the Pacific Time zone. The Master clack is in the Central time zone. The users look at a historical daily report for ACD3 and the total calls are less than the interval totals for the same skill and date.
Which statement describes why they do not match?

A) The nightly archivers far ACD1 and ACD2 have not complete yet.
B) The nightly archiver for ACD3 failed to run successfully.
C) The nightly backup was in contention far the nightly archiver for ACD3.
D) The nightly archiver far ACD3 ran before the day ended and only archived part of the day.

Solutions: