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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) BCMS holds data longer than CMS
B) CMS records the call at the start of the call, and BCMS records the calf at the end
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. A company is migrating from R14 CMS with 3 ACDs to R16.1 CMS. They are not using ACD2 any more, so they are not planning to migrate it. Instead they want current ACD3 to be ACD2 on the new system.
How can they achieve this?

A) They need to save each ACD to separate tapes and migrate them one by one to the appropriate ACD spaces.
B) They need to involve Avaya Professional Services, as this can not be done with standard migration procedure.
C) They need to set the ACD they want to migrate, to the ACD spare on the new system on the CMS migration form.
D) They need to backup only the two ACDs they want to migrate. The migration procedure on the new system will place them automatically.

3. Which three statements describe the benefits of Best Service Routing (BSR)? (Choose three.)

A) BSR creates a virtualized pool of agent resources.
B) BSR follows a specified strategy far skill selection.
C) BSR balances and improves service across enterprise.
D) BSR decreases titer workload across sites.
E) BSR improves agent utilization.

4. Which Communication Manager SAT command provides a list of vectors that contain a specific variable?

A) Monitor variables
B) list usage variable
C) display variables
D) List trace variables

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

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

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