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

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

2. Which three ways can be used to verify the CMS is collecting data from the Communication Manage? (Choose three)

A) From the CMS menu. Maintenance Connection Status shows a link operational.
B) The /cms/pbx/3cd<#>/spi.err shows calls being transmitted.
C) The arrow an the CMS menu is up
D) The /cms/install/logdir/admin. log shows a link is operational.
E) From the CMS menu, Maintenance: Error Log Report shows calls being transmitted

3. A technician integrates the customer's network and links the CM reference between CM and CMS is greater than 24 hours.
What can be done to fix the problem?

A) From Solaris login as root and use the date command
B) Shutdown the CMS to the ak prompt level and adjust the BIOS time.
C) In. CMS, login as root and use the /cms/datesync command to sync the CMS and CM time.
D) Run the script /cms/install/autotime to synchronize the Communication Manager's time to the CMS

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

5. In an active non-Expert agent selection (AES) environment, what is each hunt group known as?

A) Skill
B) Vector
C) Split
D) Agent

Solutions: