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

1. Which three are settings for Vector Variables? (Choose three)

A) Length
B) Action
C) Scope
D) Assignment
E) Stop Position

2. Click the exhibit button

A Miami based medical center is defining evacuation procedures for severe weather conditions The center has decided to plan for two types evacuations, major and minor During a minor evacuation; the center will staff only a few medical answer line agents to answer critical calls major evacuation the answer line will not be staffed instead of reaching a live agent, callers will receive a pre-recorded information In the example vector segment, what is represented by the E in steps 2 and 3?

A) E has been administered as a Feature Access Code
B) E is a standard vector code for evacuation
C) E has a vector variable that is changed when an evacuation is required
D) E is assigned to a VDN that routes calls to an evacuation vector

3. In which communication method form is the Call Distribution Method (far example, Expert agent Distribution Last Occupied Agent)

A) Hunt Group farm
B) Agent Login ID farm
C) Vector farm
D) VDN farm

4. 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 ensures that the most skilled agent receives calls first.
D) COS defines which features an agent may access.

5. A customer needs help with maintaining service level targets.
Which Advocate feature will make automated adjustments to overload settings?`

A) Dynamic Percent Allocation
B) Vector Queuing Priorities
C) Service Objective
D) Dynamic Threshold Adjustment

Solutions: