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

1. What is the purpose of class of service (COS) administration of Contact Centre?

A) COS restricts the calls a user can make and receive.
B) COS is used to restrict calls between incoming and outgoing trunk groups.
C) COS defines which features an agent may access.
D) COS ensures that the most skilled agent receives calls first.

2. A customer has 4 ACDs created on the CMS and requests changes on the communication link settings for the ACD 1 How is this accomplished?

A) cmssvc turn cms off but leave ids on, emssve switch setup; make needed changed to ACD 1
B) emssve change authorizations; make needed changes to authorization
C) cmssvc turn cms off but leave ids on; cm-save delete AC01; cmss create ACD1 with new options.
D) All changes are made in the CM using the change cam proc screen

3. Which announcement type resides in a TN2501AP circuit pack, and supports recording locally from a telephone, or can use generated way announcement fifes?

A) Adjunct
B) Local
C) External
D) Integrated

4. When connecting the service PC to S8800, the cable connects the System Management Ethernet connector port.
Which port is used when hooking the monitor to the CMS T5220?

A) SER MGT Port
B) NET 1Port
C) XVR-300XB port
D) NET MGT Port

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

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

Solutions: