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

1. A customer has 3 ACDs on CMS. ACD1 is in the Eastern time zone; ACD2 is the central time zone, and ACD3 is the Pacific Time zone. The Master clack is in the Central time zone. The users look at a historical daily report for ACD3 and the total calls are less than the interval totals for the same skill and date.
Which statement describes why they do not match?

A) The nightly archiver for ACD3 failed to run successfully.
B) The nightly archivers far ACD1 and ACD2 have not complete yet.
C) The nightly archiver far ACD3 ran before the day ended and only archived part of the day.
D) The nightly backup was in contention far the nightly archiver for ACD3.

2. A technician has loaded Avaya Terminal Emulator on a customer's PC, and is trying to connect the CMS when it times out. A ping is tried, with no response.
What is a possible cause-of this problem?

A) The wrong version of Avaya Terminal Emulator has been loaded on the PC.
B) Avaya Terminal Emulator is being used on an unsupported operating system.
C) Avaya Terminal Emulator did not load correctly and needs to be reloaded.
D) There is a firewall between the PC and the CMS.

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

4. Which communication manager option on the communication manager gives the customer call centre capabilities?

A) Automatic Call Distribution (ACD)
B) Expert Agent Selection (EAS)
C) Least Occupied Agent (LOA)
D) Best Service Routing (BSR)

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

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

Solutions: