Acs - Implement: Call Center

172 Questions | Total Attempts: 44

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ACIS Quizzes & Trivia

Typical audiences for this certification are individuals with two+ years of experience in the following example roles: System Engineers, Technical Consultants, Software Specialist, Support Technicians, and System Application Specialist. The Avaya Call Center Certification validates successful exam candidates have the necessary skills and knowledge to implement and support a Call Center solution for an enterprise customer. The successful candidate will utilize knowledge and experience involving Call Center and applications as well as acumen around the various Avaya solution portfolio products for a customer.


Questions and Answers
  • 1. 
    What does the acronym ACD stand for?
    • A. 

      Active Call Delivery

    • B. 

      Automatic Call Distribution

    • C. 

      Automatic Circuit Delivery

    • D. 

      Automatic Circuit Distribution

  • 2. 
    What is a common customer objective that must be identified to plan a Call Center Solution?
    • A. 

      Agent occupancy

    • B. 

      Average agent talk time

    • C. 

      Maximum number of calls in queue

    • D. 

      All of the above

  • 3. 
    What is the AUTO-IN call answering mode?
    • A. 

      An agent is automatically logged into the system

    • B. 

      Calls go directly to a queue

    • C. 

      After finishing a call, an agent is available for another ACD call

    • D. 

      Calls are automatically recorded for reporting purposes

  • 4. 
    When planning an implementation design, what affects the number of trunks used in the implementation?
    • A. 

      Call volume

    • B. 

      Type of media gateway

    • C. 

      Reporting software

    • D. 

      Vector configuration

  • 5. 
    What Call Center feature will need to be implemented if a customer wants to connect more than one contact center?
    • A. 

      BCMS

    • B. 

      EAS

    • C. 

      Virtual Routing

    • D. 

      Multiple Call Handling

  • 6. 
    If a customer wants to track the average length of calls in their contact center, what Call Center feature might you implement?
    • A. 

      BSR

    • B. 

      CMS

    • C. 

      EAS

    • D. 

      ACD

  • 7. 
    If a customer wants to direct calls to a message system if the calls come in after business hours, what Call Center feature would you implement?
    • A. 

      Vectors

    • B. 

      BCMS

    • C. 

      Remote logout of agent

    • D. 

      EAS

  • 8. 
    What Call Center feature determines how calls are directed if a queue is full?
    • A. 

      Interflow

    • B. 

      After-Call-Work

    • C. 

      EAS

    • D. 

      Hunt Groups

  • 9. 
    What does a network map help troubleshoot?
    • A. 

      Delays

    • B. 

      Jitter

    • C. 

      Virtual connections

    • D. 

      All of the above

  • 10. 
    What is a flash cutover?
    • A. 

      Routing a call between multiple contact centers

    • B. 

      Upgrading to a new Call Center solution all at once

    • C. 

      Call treatments

    • D. 

      Upgrading to a new Call Center solution in stages

  • 11. 
    What is call treatment?
    • A. 

      What an agent says when answering a call

    • B. 

      Describes how an incoming call is routed and queued

    • C. 

      How a call is determined if it's an ACD call

    • D. 

      How the call is reported in CMS

  • 12. 
    In an EAS environment, Hunt Groups define ________?
    • A. 

      Splits

    • B. 

      Vectors

    • C. 

      VDNs

    • D. 

      Skills

  • 13. 
    What is COR an acronym for?
    • A. 

      Class of Restriction

    • B. 

      Call Object Routing

    • C. 

      Call Object Restriction

    • D. 

      Class of Routing

  • 14. 
    What does call vectoring provide?
    • A. 

      Call routing

    • B. 

      Call queuing

    • C. 

      Collection of digits for Call Prompting

    • D. 

      All of the above

  • 15. 
    What is an example of a Feature Access Code?
    • A. 

      Call Prompting

    • B. 

      Digit collecting

    • C. 

      Login

    • D. 

      VDN skill preference

  • 16. 
    When determining the CMS compatibility with a Call Center solution, what component must the CMS software be compatible with?
    • A. 

      The media gateway

    • B. 

      The switch

    • C. 

      The trunks

    • D. 

      The agent telephones

  • 17. 
    What does defining the ACD configuration in CMS ensure?
    • A. 

      Call Center routes calls properly

    • B. 

      CMS is compatible with the switch

    • C. 

      Call Center and CMS configuration matches

    • D. 

      CMS is a better choice than BCMS

  • 18. 
    Which of the following statements is correct?
    • A. 

      CC 3.0 R13 supports 3000 Expert Agent Selection (EAS) logins into the same skill simultaneously.

    • B. 

      CC 3.0 R12 supports 3000 Expert Agent Selection (EAS) logins into the same skill simultaneously.

    • C. 

      CC 3.0 R13 does not support 3000 Expert Agent Selection (EAS) logins into the same skill simultaneously.

    • D. 

      Neither CC 3.0 R13 nor CC 3.0 R12 supports 3000 Expert Agent Selection (EAS) logins into the same skill simultaneously.

  • 19. 
    Which of the following statements correctly completes this sentence? If an earlier version of CMS is configured with a later switch
    • A. 

      The switch release field on CMS should be set to the highest valid switch setting and the Adjunct CMS release field on the switch should be set to the earlier CMS release.

    • B. 

      The switch release field on CMS should be set to the lowest valid switch setting and the Adjunct CMS release field on the switch should be set to the earlier CMS release

    • C. 

      The switch release field on CMS should be set to the highest valid switch setting and the Adjunct CMS release field on the switch should be set to the latest CMS release.

    • D. 

      The switch release field on switch should be set to the highest valid switch setting and the Adjunct CMS release field on CMS should be set to the earlier CMS release.

  • 20. 
    What are the three packages available in Call Center?
    • A. 

      Basic, Entroductory, and Deluxe

    • B. 

      Basic, Introductory, and Elite

    • C. 

      Initial, Enhanced, and Elite

    • D. 

      Basic, Enhanced, and Elite

  • 21. 
    Some of the more common features of Call Center include which of the following?
    • A. 

      User call handling, hunt groups, and agent directed features

    • B. 

      Agent call handling, hunt groups, and agent directed features

    • C. 

      Voice response capabilities, hunt groups, and call routing

    • D. 

      Agent call handling, hunt groups, and call vectoring

  • 22. 
    How do call centers achieve their business goals?
    • A. 

      By setting up communication systems to handle call routing

    • B. 

      By organizing agents with specific functions or expertise into hunt groups

    • C. 

      By answering the highest priority calls quickly

    • D. 

      By using ACD features to administer call treatments

  • 23. 
    What is a COR designed to do?
    • A. 

      It helps administrators to generate reports

    • B. 

      It tracks agent After Call Work time.

    • C. 

      It defines the types of calls agents can place and receive

    • D. 

      It restricts the call treatment based on the VDN

  • 24. 
    All Feature Access Codes (FAC) must conform to which of the following?
    • A. 

      The feature related system parameters

    • B. 

      The class of service

    • C. 

      The dial plan

    • D. 

      The administered service level

  • 25. 
    Which of the following statements accurately defines a VDN?
    • A. 

      A VDN is a command that directs callers to enter digits for system interpretation.

    • B. 

      A VDN is a soft extension that directs an incoming call to a specific vector

    • C. 

      A VDN is a series of dial digits that routes a call to an adjunct

    • D. 

      A VDN is a series of call routing commands that the administrator defines

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