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

2. At the Quick Credit call center's new location, all agent telephone sets will be administered with the same button configuration.
Which method can the administrator use to quickly create the telephone sets?

A) Create a template telephone set and use the qcopy station xxxx CM SAT command
B) Use CMS to perform the bulk administration of telephone sets and buttons.
C) Use the add station next CM SAT command to program each telephone set and assign buttons
D) Create a template telephone set and use the duplicate station xxxx CM SAT command

3. Which packet is needed to have skill available instead of hunt groups?

A) Elite with EAS
B) Silver
C) Premium
D) Standard with EAS

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

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

5. In an active Expert Agent Selection (EAS) environment, what is each hunt group known as?

A) Skill
B) Vector
C) Agent
D) Split

Solutions: