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

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

A) CMS records the call at the start of the call, and BCMS records the calf 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) BCMS records the call at the start of the call, and CMS records the call at the end.

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

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

3. Click the Exhibit button.

A customer's CMS link has been set up properly. After turning CMS on, the link does not come up. Based on the lines in /cms/pbx/acd1/spi.err, what is the cause for this issue?

A) CM version is not matching CMS setup.
B) CMS version is misconfigured on the system-parameters features form.
C) There is no network connection to CLAN.
D) CMS version is not configured an the system-parameters features farm,

4. What is the purpose of class of service (COS) administration of Contact Centre?

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

5. Which two statements describe why CMS and BCMS reports reflect different data?
(Choose two)

A) BCMS receives data internally and stores data in a volatile switch memory.
B) Repeated use of vu-stats buttons will decrease the level of information in the BCMS internal data.
C) BCMS is interval based and CMS is call based.
D) CMS resides on an external server and stores data on a hard disk, and-has much larger capacities and reporting capabilities.

Solutions: