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

2. What is the term of an extension that routes calls to specific vector?

A) Vector Directory Number (VDN)
B) Routing Directory Number (RDN)
C) Vector Routing Number (VRN)
D) Hunt Group Number (HGN)

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

4. The CMS has been checked and the link to the CM is down. The message shown in the log is "PBX switch mismatch. Check the switch setup".
What does this message mean?

A) The wrong CMS has been installed and the correct server needs to be ordered.
B) The wrong type of Communication Manager has been installed and the correct server will need to be ordered.
C) The wrong Communication Manager version on the CMS has been selected.
D) This message can be ignored as it is not the reason the link is down.

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

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

Solutions: