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

2. Which three ways can be used to verify the CMS is collecting data from the Communication Manage? (Choose three)

A) The arrow an the CMS menu is up
B) From the CMS menu. Maintenance Connection Status shows a link operational.
C) From the CMS menu, Maintenance: Error Log Report shows calls being transmitted
D) The /cms/install/logdir/admin. log shows a link is operational.
E) The /cms/pbx/3cd<#>/spi.err shows calls being transmitted.

3. 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 type of Communication Manager has been installed and the correct server will need to be ordered.
C) The wrong Communication Manager version on the CMS has been selected.
D) The wrong CMS has been installed and the correct server needs to be ordered.

4. The file that indicates link status has been checked. The link is down and will not come up.
The following message appears
PBX Configuration mismatch, Switch has: 100 agents 23 splits 10 trunks 5 trunk groups
*100 VDNs
What can be done to solve this problem?

A) Increase the Data Storage Allocation on the CMS.
B) Increase the File System Partition size on the CMS.
C) Increase the Free Space Allocation on the CMS
D) Increase the number of VDNs on the Communication Manager

5. In an active Expert Agent Selection (EAS) environment, what is each hunt group known as?

A) Split
B) Vector
C) Skill
D) Agent

Solutions: