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

2. 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) CMS resides on an external server and stores data on a hard disk, and-has much larger capacities and reporting capabilities.
D) BCMS is interval based and CMS is call based.

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

4. Which Call Center package includes Expert Agent Selection (AES)?]

A) Call Center Basic
B) Call Center Introductory
C) Call Center Standard
D) Call Center Elite

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

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

Solutions: