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

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

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

2. How are feature packages, like External Call History or Forecasting, installed an a CMS system?

A) Using CMS main menu, System Setup menu, Package management option
B) Using cms svc menu, pkg_install option
C) From Solaris shell as root by issuing 'pkgadd -d <package name>' command
D) Using cms adm menu:, pkg_install option

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

4. A small but growing software firm is currently subcontracting a call centre to answer its technical support calls. The contact with the agency limits the number of simultaneous tech support calls to 50.
Which vectoring option provides the capability to limit the number of active calls and send the surplus to a busy treatment?

A) Target service level
B) expected Wait Time (EWT)
C) Activate on oldest call waiting
D) VDN counted calls

5. A customer needs help with maintaining service level targets.
Which Advocate feature will make automated adjustments to overload settings?`

A) Dynamic Threshold Adjustment
B) Vector Queuing Priorities
C) Service Objective
D) Dynamic Percent Allocation

Solutions: