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

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

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

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

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

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

4. The customer has both BCMS and CMS at a contact center
What is the major difference that could affect call data?

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

5. Which application or menu can be used for creating an ACD on CMS?

A) CMS-Supervisor
B) cms svc
C) cms adm
D) CMS-Terminal

Solutions: