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

2. 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) Add vector variables to each vector to test for working hours.
C) Redesign the routing so all calls funnel through a signal vector
D) Change announcements for each skill to include working hours and advice callers to hang up if not calling during those hours.

3. Given the use of default netmask, which set of IP addresses would be valid network address for two network cards in a CMS system?

A) 135.9.86.54 192.168.2.2
B) 135.9.86.54 135.9.56.56
C) 192.168.2.3 192.168.2.2
D) 135.9.86.54 135.9.86.58

4. Which command is used to find the current CMS release?

A) pkginfo -r cms
B) pkginfo -x cms
C) pkginfo cms
D) pkginfo -p cm

5. Which announcement type resides in a TN2501AP circuit pack, and supports recording locally from a telephone, or can use generated way announcement fifes?

A) Local
B) Integrated
C) Adjunct
D) External

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