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Avaya Contact Center on Avaya Aura(TM) Communication Manager and Avaya Call Management System Implementation Sample Questions:
1. 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) Change announcements for each skill to include working hours and advice callers to hang up if not calling during those hours.
B) Redesign the routing so all calls funnel through a signal vector
C) Add vector variables to each vector to test for working hours.
D) Create vector subroutine that can be used in all vectors that have the same working hours
2. A customer needs help with maintaining service level targets.
Which Advocate feature will make automated adjustments to overload settings?`
A) Service Objective
B) Dynamic Threshold Adjustment
C) Dynamic Percent Allocation
D) Vector Queuing Priorities
3. What is the purpose of class of service (COS) administration of Contact Centre?
A) COS is used to restrict calls between incoming and outgoing trunk groups.
B) COS restricts the calls a user can make and receive.
C) COS defines which features an agent may access.
D) COS ensures that the most skilled agent receives calls first.
4. Click the exhibit button
A Miami based medical center is defining evacuation procedures for severe weather conditions The center has decided to plan for two types evacuations, major and minor During a minor evacuation; the center will staff only a few medical answer line agents to answer critical calls major evacuation the answer line will not be staffed instead of reaching a live agent, callers will receive a pre-recorded information In the example vector segment, what is represented by the E in steps 2 and 3?
A) E is a standard vector code for evacuation
B) E has a vector variable that is changed when an evacuation is required
C) E is assigned to a VDN that routes calls to an evacuation vector
D) E has been administered as a Feature Access Code
5. What is the term of an extension that routes calls to specific vector?
A) Hunt Group Number (HGN)
B) Vector Directory Number (VDN)
C) Routing Directory Number (RDN)
D) Vector Routing Number (VRN)
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: B | Question # 3 Answer: C | Question # 4 Answer: B | Question # 5 Answer: B |






