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

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

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

2. A company is migrating from R14 CMS with 3 ACDs to R16.1 CMS. They are not using ACD2 any more, so they are not planning to migrate it. Instead they want current ACD3 to be ACD2 on the new system.
How can they achieve this?

A) They need to set the ACD they want to migrate, to the ACD spare on the new system on the CMS migration form.
B) They need to backup only the two ACDs they want to migrate. The migration procedure on the new system will place them automatically.
C) They need to save each ACD to separate tapes and migrate them one by one to the appropriate ACD spaces.
D) They need to involve Avaya Professional Services, as this can not be done with standard migration procedure.

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

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

4. A home shaping company advertises special offers to shapers who place orders on Sundays. Sunday callers are routed a message that describes the special offer before the call is connected; to an agent to take the order. The vector contains a conditional step to test for the day of week (goto step 11 if D=1 (Sunday) and step 11 plays the special offer message).
Which Call Vectoring feature allows letters to be used as conditions or thresholds in many vector commands?

A) Adjunct Routing
B) Variables in Vectors
C) Call Classification
D) Call Prompting

5. A customer has purchased 5200 agent licenses and each agent has been assigned at least 3 skills.
Which two values would be a valid Data Storage Allocation entry for "Maximum agents lagged in"? (Choose two)

A) 500000
B) 10400
C) 15600
D) 100000

Solutions: