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| Section | Weight | Objectives |
|---|---|---|
| ACD, Call Routing & Vectoring | 25% | - ACD, hunt groups and skill assignment - Vector programming and VDN configuration - Call treatment and routing logic |
| Reporting & Performance Management | 15% | - Service level and agent performance analysis - CMS Supervisor administration - Real-time and historical reporting |
| Avaya Aura Communication Manager Fundamentals | 25% | - SAT administration basics - Licensing and feature overview - System architecture and integration |
| Avaya Call Management System (CMS) Overview & Architecture | 20% | - Data collection and reporting principles - CMS installation and setup - CMS architecture and components |
| Maintenance, Troubleshooting & Best Practices | 15% | - Diagnostic tools and log review - Common implementation issues and fixes - Backup, restore and system health checks |
Which program is a custom application on the CMS?
Correct Answer: B 🗳️
Explanation: Only visible for Free4Torrent members. You can sign-up / login (it's free).
Which two statements about CMS and CM connectivity are true? (Choose two)
Correct Answer: C,D 🗳️
A home shaping company advertises special offers to shapers who place orders on Sundays. Sunday callers are routed a message that describes the special offer before the call is connected; to an agent to take the order. The vector contains a conditional step to test for the day of week (goto step 11 if D=1 (Sunday) and step 11 plays the special offer message).
Which Call Vectoring feature allows letters to be used as conditions or thresholds in many vector commands?
Correct Answer: D 🗳️
In an active Expert Agent Selection (EAS) environment, what is each hunt group known as?
Correct Answer: B 🗳️
Explanation: Only visible for Free4Torrent members. You can sign-up / login (it's free).
Agents in the Quick Credit call center often give customers there extension number when a return call is required. The main message instructs those who know their party's extension to enter it at any time.
Which two vector commands are used to route the call? (Choose two.)
Correct Answer: D,E 🗳️
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