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

1. 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) Call Classification
C) Call Prompting
D) Variables in Vectors

2. Which statement describes the two types of backups, CMSADM and Maintenance, that are on CMS system?

A) Maintenance backup is an incremental backup, while CMSADM is a full backup otherwise there is no difference
B) Tape backup is called CMSADM, while network backup is referred as Maintenance.
C) MSAOM backup is backing up CMS Administrator database portion, while Maintenance backup holds the Historical Call Data of the call center
D) ADM backup includes all Solaris system files and installed programs except CMS database, while Maintenance backup carries CMS database content

3. Click the Exhibit button.
The Quick Credit call center opened at 8 a.m. on the Friday, the day after a holiday By
8:30, the customer service line had received 6 customer complaints all1 stemming from calls to the center the day before. Callers complained that they received the "all agents are busy" recording but regardless how long they waited, were never answered.
What caused callers to be queued even though the Quick Credit call center was closed on the holiday?

A) An agent forgot to log out.
B) The holiday recording was not functioning properly.
C) The Communication Manager was down.
D) The holiday was not administered in the holiday tablet

4. Agents in the Quick Credit call center often give customers there extension number when a return call is required. The main message instructs those who know their party's extension to enter it at any time.
Which two vector commands are used to route the call? (Choose two.)

A) Route-to number
B) Converse-on skill
C) Route-to digits
D) Messaging skill
E) Collect digits

5. The quick credit call center management has described to move to 24 hour support for same center operations. Because the standard practice has always been to start each vector with the same 5 steps to test for working hours, making the change will require modifying almost all of the vectors.
While making the changes, what can be done to make the future changes easier and more efficient?

A) Create vector subroutine that can be used in all vectors that have the same working hours
B) Change announcements for each skill to include working hours and advice callers to hang up if not calling during those hours.
C) Add vector variables to each vector to test for working hours.
D) Redesign the routing so all calls funnel through a signal vector

Solutions: