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

1. Which Advocate feature allows a customer to prioritize calls queued to a single stall and deliver a tiered service level?

A) Vector queuing priorities
B) Dynamic Queue Position
C) Service Objective
D) Dynamic Threshold Adjustment

2. Which Contact Center feature uses advanced algorithms, predictive technology and customer objective to efficiently route calls to agents?

A) Avaya Business Advocate
B) Percent in Service Level
C) EWT- Expected Wait Time
D) ASA-Average Speed of Answer

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

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

4. The file that indicates link status has been checked. The link is down and will not come up.
The following message appears
PBX Configuration mismatch, Switch has: 100 agents 23 splits 10 trunks 5 trunk groups
*100 VDNs
What can be done to solve this problem?

A) Increase the File System Partition size on the CMS.
B) Increase the Data Storage Allocation on the CMS.
C) Increase the number of VDNs on the Communication Manager
D) Increase the Free Space Allocation on the CMS

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

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

Solutions: