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

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

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

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

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

3. To configure the eri0 network device on CMS, which set of Solaris files, must be edited?

A) /dev/eri0 and /dev/hostname.eri0
B) /net/eri0 and/net/netmasks
C) /cms/install/net use and /cms/install/netboo.eri0
D) /etc/hostname. Eri0 and /etc/netmasks

4. In an active non-Expert agent selection (AES) environment, what is each hunt group known as?

A) Agent
B) Skill
C) Vector
D) Split

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

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

Solutions: