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
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
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
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
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
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
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
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
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
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
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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