The Quick Credit call center opened at 8 a.m. on the Friday, the day after a holiday By8:30, the customer service line had received 6 customercomplaints all1 stemming from calls to the center the day before. Callers complained thatthey received the "all agents are busy" recording but regardlesshow long they waited, were never answered.
What caused callers to be queued even though the Quick Credit call center was closed onthe holiday?
A. The Communication Manager was down.
B. An agentforgotto log out.
C. The holiday recording was not functioning properly.
D. The holiday was not administered in the holiday tablet
When connecting the service PC to S8800, the cable connects the System Management Ethernet connector port.
Which port is used when hooking the monitor to the CMS T5220?
A. SER MGT Port
B. NET MGT Port
C. NET 1Port
D. XVR-300XB port
The quick credit call center management has described to move to 24 hour support forsamecenter operations. Because the standard practice hasalways been to start each vector with the same 5 steps to test for working hours, makingthe change will require modifyingalmost all of the vectors.
While making the changes, what can be done to make the future changes easier and moreefficient?
A. Add vector variables to each vector to test for working hours.
B. Redesign the routing so all calls funnel through a signal vector
C. Create vector subroutine that can be used in all vectors that have the same working hours
D. Change announcements for each skill to include working hours and advice callers to hang up if not calling during those hours.
Which Advocate feature allows a customer toprioritizecalls queued to a single stall and deliver a tieredservice level?
A. Vector queuing priorities
B. Dynamic Threshold Adjustment
C. Dynamic Queue Position
D. Service Objective
A customer wants to optimize agent resources while also servicing calls inqueue. Which Advocate feature will meetthis requirement? I
A. Percent Allocation Distribution
B. Dynamic Queue Position
C. Predicted Waft Time
D. Service Objective
Which Communication Manager SAT command provides alist ofvectors thatcontaina specific variable?
A. Monitorvariables
B. Listtrace variables
C. displayvariables
D. list usage variable
Which statement describes the two types of backups, CMSADM and Maintenance,that are onCMS system?
A. MSAOM backup is backing up CMS Administratordatabase portion, while Maintenance backup holds the Historical Call Data of thecallcenter
B. ADM backup includes all Solaris system files and installed programs except CMS database, while Maintenance backup carries CMS database content
C. Maintenance backup is an incremental backup, while CMSADM is a full backup otherwisethere is no difference
D. Tape backup is called CMSADM, while network backup is referred as Maintenance.
A home shaping company advertises special offers to shapers whoplace orders on Sundays. Sunday callers are routed a message that describesthe special offer before the call is connected; to an agenttotake the order. The vector contains a conditionalstepto test for the day of week (goto step11 if D=1 (Sunday) and step 11 plays the specialoffer message).
WhichCall Vectoring feature allows letters tobe used as conditions or thresholds in many vector commands?
A. Variables in Vectors
B. Call Prompting
C. Adjunct Routing
D. Call Classification
A technician hasloaded Avaya Terminal Emulator on a customer's PC, andis trying to connect the CMS when it times out. A ping is tried, with noresponse.
What is a possible cause-of this problem?
A. The wrong version of Avaya Terminal Emulator has been loaded on the PC.
B. Avaya Terminal Emulator is being used on an unsupportedoperating system.
C. Avaya Terminal Emulator did not load correctly and needs to bereloaded.
D. There is a firewall between the PC and the CMS.
The file that indicates link status has been checked. The link is down and will not come up. The following message appears
PBX Configuration mismatch,Switch has: 100 agents 23 splits 10 trunks 5 trunk groups *100 VDNs
What can be done to solve this problem?
A. Increase the number of VDNs on the Communication Manager
B. Increase the FreeSpace Allocation on the CMS
C. Increase the File System Partition size on the CMS.
D. Increase the Data Storage Allocation on the CMS.
