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Which tasks can VDNs accomplish in Avaya CMS? (Select two)A . Determine how calls are queuedB . Store voicemail for agent retrievalC . Route calls to specific agents or departmentsD . Generate custom reports for agentsView AnswerAnswer: AC

What is a key consideration before implementing configuration changes in CMS?A . Ensuring changes are applied during peak hoursB . Backing up the current configuration to prevent data lossC . Informing customers of changes in call handling processesD . Disabling all agent profiles during the updateView AnswerAnswer: B

What is the role of Trunk Group Selection in call routing?A . It helps manage which calls are directed to which agentsB . It determines which physical trunks are used for outgoing and incoming callsC . It defines call transfer protocols for internal callsD . It sets the priority of...

What key configurations should be considered when administering trunk groups? (Select two)A . Trunk group capacityB . Agent training schedulesC . Routing preferencesD . System update intervalsView AnswerAnswer: AC

What are some potential challenges when managing multiple ACDs? (Select two)A . Ensuring call distribution logic is consistent across all ACDsB . Monitoring call traffic for ACDs using different configurationsC . Handling agent productivity across all ACDsD . Managing hardware failures within ACD systemsView AnswerAnswer: AB

When customizing the CMS dictionary, what should you ensure is consistent across all reports?A . Report time zonesB . Definition of terms and metricsC . Agents' performance historyD . Report formatting stylesView AnswerAnswer: B

Why is it important to monitor trunk group utilization in a call center?A . To monitor call agent activityB . To prevent overloading communication lines and maintain call qualityC . To keep track of agent login timesD . To ensure compliance with data protection standardsView AnswerAnswer: B

What actions can be triggered by exceptions in Avaya CMS? (Select two)A . Notification to system administratorsB . Automatic rerouting of callsC . Escalation of calls to a managerD . System shutdown to prevent data lossView AnswerAnswer: AC