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

1. Which two Communication Manager features does the VAL circuit pack support? (Choose two.)

A) Music-on-hold
B) Voice over IP
C) Integrated Announcements
D) Local Announcements

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

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

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

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

5. Which three statements describe the benefits of Best Service Routing (BSR)? (Choose three.)

A) BSR balances and improves service across enterprise.
B) BSR decreases titer workload across sites.
C) BSR follows a specified strategy far skill selection.
D) BSR creates a virtualized pool of agent resources.
E) BSR improves agent utilization.

Solutions: