21260T exam

Which feature is used to ensure agents are handling the right type of calls in a call center?A . Call distribution algorithmsB . Skill-based routingC . Real-time agent monitoringD . Manual call forwardingView AnswerAnswer: B

What is the purpose of making configuration changes in Avaya CMS?A . To optimize the system for changing call volume and patternsB . To automatically update agent profilesC . To prevent access to certain reporting featuresD . To change the hardware setup for the ACD systemView AnswerAnswer: A

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.View AnswerAnswer: B

What best practices should be followed when configuring Call Work Codes? (Select two)A . Define clear categories for different types of callsB . Allow agents to customize CWCs at their discretionC . Regularly update CWCs based on evolving business needsD . Limit CWCs to a single code for all call...

What are some best practices for administering VDNs? (Select two)A . Regularly update VDNs to reflect changes in call routing strategiesB . Ensure all calls bypass VDNs for direct agent routingC . Monitor the performance of VDNs to avoid call congestionD . Set VDNs to default settings for all call...

What is the purpose of Call Work Codes (CWCs) in Avaya CMS?A . To define how long an agent can take a breakB . To categorize and track the nature of calls handled by agentsC . To generate reports on system healthD . To monitor agent login timesView AnswerAnswer: B

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