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

2. Which two Advocate features address the condition called the Supervisor Shuffle? (Choose two)

A) Vector queuing priority
B) Predicted Wait Time
C) Reserve Agent
D) Service Objective

3. Agent 20042, a scenario mortgage specialist, is assigned 5 skills.
Which two ways can the agent identify the type of call that being delivered? (Choose two.)

A) by the Skill whisper announcement before call: is delivered
B) by the flashing skill button on the telephone set
C) by the VDN of Origin announcement before call is delivered
D) by the telephone display (a = Originator Name to VDN)

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

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

5. A customer wants to optimize agent resources while also servicing calls in queue.
Which Advocate feature will meet this requirement? I

A) Predicted Waft Time
B) Percent Allocation Distribution
C) Dynamic Queue Position
D) Service Objective

Solutions: