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

1. The customer has both BCMS and CMS at a contact center
What is the major difference that could affect call data?

A) CMS records the call at the start of the call, and BCMS records the calf at the end
B) BCMS records the call at the start of the call, and CMS records the call at the end.
C) BCMS will not collect data if the link to the CMS is down.
D) BCMS holds data longer than CMS

2. Which communication manager option on the communication manager gives the customer call centre capabilities?

A) Best Service Routing (BSR)
B) Automatic Call Distribution (ACD)
C) Expert Agent Selection (EAS)
D) Least Occupied Agent (LOA)

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

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

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

5. A technician integrates the customer's network and links the CM reference between CM and CMS is greater than 24 hours.
What can be done to fix the problem?

A) In. CMS, login as root and use the /cms/datesync command to sync the CMS and CM time.
B) Shutdown the CMS to the ak prompt level and adjust the BIOS time.
C) Run the script /cms/install/autotime to synchronize the Communication Manager's time to the CMS
D) From Solaris login as root and use the date command

Solutions: