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

1. Which statement describes the two types of backups, CMSADM and Maintenance, that are on CMS system?

A) ADM backup includes all Solaris system files and installed programs except CMS database, while Maintenance backup carries CMS database content
B) Tape backup is called CMSADM, while network backup is referred as Maintenance.
C) Maintenance backup is an incremental backup, while CMSADM is a full backup otherwise there is no difference
D) MSAOM backup is backing up CMS Administrator database portion, while Maintenance backup holds the Historical Call Data of the call center

2. Click the Exhibit button.
The Quick Credit call center opened at 8 a.m. on the Friday, the day after a holiday By
8:30, the customer service line had received 6 customer complaints all1 stemming from calls to the center the day before. Callers complained that they received the "all agents are busy" recording but regardless how long they waited, were never answered.
What caused callers to be queued even though the Quick Credit call center was closed on the holiday?

A) The Communication Manager was down.
B) The holiday recording was not functioning properly.
C) The holiday was not administered in the holiday tablet
D) An agent forgot to log out.

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

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

4. CMS Supervisor user forgot their password.
What must he do to reset a password in CMS?

A) Write permission to the System Setup feature and write permission to UNIX.
B) Log in as a CMS administrative user and execute the paaswd command for that user.
C) Perform a manual login from CMS Supervisor and execute the passwd command for that user.
D) Log in as root and execute the password command for that user.

5. Which program is a custom application on the CMS?

A) Avaya Supervisor
B) Alarm Origination Manager
C) Avaya Visual Vectors Client
D) High Availability Admin Sync

Solutions: