Avaya 21260T Administering Call Management System Test Online Training
Avaya 21260T Online Training
The questions for 21260T were last updated at Feb 23,2025.
- Exam Code: 21260T
- Exam Name: Administering Call Management System Test
- Certification Provider: Avaya
- Latest update: Feb 23,2025
What best practices should be followed when configuring Call Work Codes? (Select two)
- A . Define clear categories for different types of calls
- B . Allow agents to customize CWCs at their discretion
- C . Regularly update CWCs based on evolving business needs
- D . Limit CWCs to a single code for all call types
When customizing the CMS dictionary, what should you ensure is consistent across all reports?
- A . Report time zones
- B . Definition of terms and metrics
- C . Agents’ performance history
- D . Report formatting styles
Which tasks can VDNs accomplish in Avaya CMS? (Select two)
- A . Determine how calls are queued
- B . Store voicemail for agent retrieval
- C . Route calls to specific agents or departments
- D . Generate custom reports for agents
Which feature of the CMS Supervisor Interface allows real-time monitoring of call center activity?
- A . Historical reports
- B . Call Recording
- C . Real-Time Reports
- D . Alarm Management
What actions can be triggered by exceptions in Avaya CMS? (Select two)
- A . Notification to system administrators
- B . Automatic rerouting of calls
- C . Escalation of calls to a manager
- D . System shutdown to prevent data loss
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
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
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
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
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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