Avaya 21260T 問題練習

Question No : 1
What is a key advantage of using VDNs in call centers?

• A.It improves call transfer speed.
• B.It allows administrators to control the flow of calls dynamically.
• C.It stores all call logs for historical reporting.
• D.It connects agents directly to customers without routing.

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Question No : 2
What are some potential challenges when managing multiple ACDs? (Select two)

• A.Ensuring call distribution logic is consistent across all ACDs
• B.Monitoring call traffic for ACDs using different configurations
• C.Handling agent productivity across all ACDs
• D.Managing hardware failures within ACD systems

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Question No : 3
Which feature is used to ensure agents are handling the right type of calls in a call center?

• A.Call distribution algorithms
• B.Skill-based routing
• C.Real-time agent monitoring
• D.Manual call forwarding

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Question No : 4
What is the purpose of Call Work Codes (CWCs) in Avaya CMS?

• A.To define how long an agent can take a break
• B.To categorize and track the nature of calls handled by agents
• C.To generate reports on system health
• D.To monitor agent login times

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Question No : 5
How can exceptions be managed effectively in Avaya CMS? (Select two)

• A.Set thresholds based on historical data
• B.Automate the resolution of exceptions without manual intervention
• C.Perform regular reviews and adjustments of exception thresholds
• D.Create identical thresholds for all call types

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Question No : 6
What is the role of Trunk Group Selection in call routing?

• A.It helps manage which calls are directed to which agents
• B.It determines which physical trunks are used for outgoing and incoming calls
• C.It defines call transfer protocols for internal calls
• D.It sets the priority of outgoing emails

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Question No : 7
What is a key consideration before implementing configuration changes in CMS?

• A.Ensuring changes are applied during peak hours
• B.Backing up the current configuration to prevent data loss
• C.Informing customers of changes in call handling processes
• D.Disabling all agent profiles during the update

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Question No : 8
What is the main purpose of scripting in Avaya CMS?

• A.To automate repetitive tasks and enhance system efficiency
• B.To create custom call routing plans
• C.To prevent unauthorized access to system features
• D.To manage agent schedules and shifts

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Question No : 9
What are key considerations when administering agents in a call center environment? (Select two)

• A.Assigning agents to skill groups based on their experience
• B.Monitoring the number of calls handled by each agent
• C.Limiting agent access to only one call queue
• D.Configuring agent work schedules within CMS

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Question No : 10
Which reports can benefit from the use of Call Work Codes? (Select two)

• A.Agent performance reports
• B.Hardware usage reports
• C.Customer satisfaction surveys
• D.Call type distribution reports

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Question No : 11
What are some best practices for administering VDNs? (Select two)

• A.Regularly update VDNs to reflect changes in call routing strategies
• B.Ensure all calls bypass VDNs for direct agent routing
• C.Monitor the performance of VDNs to avoid call congestion
• D.Set VDNs to default settings for all call routing

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Question No : 12
What key configurations should be considered when administering trunk groups? (Select two)

• A.Trunk group capacity
• B.Agent training schedules
• C.Routing preferences
• D.System update intervals

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Question No : 13
What is the purpose of making configuration changes in Avaya CMS?

• A.To optimize the system for changing call volume and patterns
• B.To automatically update agent profiles
• C.To prevent access to certain reporting features
• D.To change the hardware setup for the ACD system

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Question No : 14
What is a key component in administering agents in Avaya CMS?

• A.Defining agent profiles and assigning skill sets
• B.Limiting agent login times
• C.Setting up agent routing paths
• D.Managing external data storage

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Question No : 15
Why is it important to monitor trunk group utilization in a call center?

• A.To monitor call agent activity
• B.To prevent overloading communication lines and maintain call quality
• C.To keep track of agent login times
• D.To ensure compliance with data protection standards

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