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

1. 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) The wrong CMS has been installed and the correct server needs to be ordered.
B) This message can be ignored as it is not the reason the link is down.
C) The wrong Communication Manager version on the CMS has been selected.
D) The wrong type of Communication Manager has been installed and the correct server will need to be ordered.

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

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

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) Redesign the routing so all calls funnel through a signal vector
B) Add vector variables to each vector to test for 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) Create vector subroutine that can be used in all vectors that have the same working hours

4. 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 VDN of Origin announcement before call is delivered
C) by the telephone display (a = Originator Name to VDN)
D) by the flashing skill button on the telephone set

5. CMS Supervisor user forgot their password.
What must he do to reset a password in CMS?

A) Log in as a CMS administrative user and execute the paaswd command for that user.
B) Perform a manual login from CMS Supervisor and execute the passwd command for that user.
C) Write permission to the System Setup feature and write permission to UNIX.
D) Log in as root and execute the password command for that user.

Solutions: