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
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.