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Exam : 132-S-720.1
Title: Specialist Call Center
Implement and Support
Elective Exam
Version : Demo
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1.You ask the Avaya Call Management System (CMS) administrator to increase the measured trunks.
Since the administrator has not changed parameters before, CMS administration documentation must be
accessed. Which three sections are needed to change parameters? (Choose three.)
A. Free Space Allocation
B. Data Storage Allocation
C. Trunk Group assignment
D. Data Collection
E. Disk Allocation
Answer: A, B, D
2.A customer wants to know the definition of the Average ACD Time on the Historical Split Skill Summary
Interval Report. Which documentation would you reference in order to obtain this information?
A. Avaya Call Management System Supervisor Release 14 Reports
B. Avaya CMS Supervisor Release 14 Report Designer
C. Avaya CMS Capacities
D. Avaya Call Management System Release 14 Administration
Answer: A
3.Your customer is implementing an AE Services 4 0 and has purchased the software only solution.
What hardware and software must the customer provide?
A. server hardware platform and Red Hat Enterprise Edition 3
B. server hardware platform and Red Hat Enterprise Edition 4
C. server hardware platform, Red Hat Enterprise Edition , and all third-party software required for AE
D. Services server hardware platform, Red Hat Enterprise Edition 3. and all third-party software required
for AE Services
Answer: B
4.Your customer is migrating their call center from basic ACD to EAS.
After the EAS feature has been licensed on the system, what are three tasks that must be completed to
facilitate the EAS conversion? (Choose three.)
A. EAS must be optioned on the Feature Related System Parameters form.
B. The CMS (if present) switch administration for the ACO must be changed to support EAS.
C. Queue Status Indicators must be re-administered.
D. Agent work mode buttons on voice terminals must be modified.
E. Administer hunt groups for Redirect on No Answer (RONA).
Answer: A, B, D
5.You are a team member assigned on a project to install a new Avaya S87XX Media Server and a new
Avaya Call Management System (CMS). Who is responsible for identifying what equipment has arrived at
the customers site?
A. the field technician
B. the client executive
C. the program manager
D. the remote field engineer (RFE)
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Answer: A
6.The events table provides a list of events, a brief description that displays on the screen for the event,
and a full explanation of the event. In what document can this table be found?
A. Feature Description and Implementation for Avaya Communication Manager
B. Administrator Guide for Avaya Communication Manager
C. ACD Guide for Avaya Communication Manager
D. Avaya Call Center Release 4.0 Call Vectoring and Expert Agent Selection (EAS) Guide
Answer: D
7.You have been assigned a project to add an ACD to an existing Avaya Call Management System (CMS).
The customer has requested that Avaya provide a turn-key implementation Which three resources will
you schedule? (Choose three)
A. Communication solutions integration - provisioning
B. Communicabon and Solution Integration (C&Sl)
C. software specialist
D. on-site technician
E. Network Integration Center (NIC)
Answer: A, B, D
8.A customer wishes to allocate the subnet 255.255252.0 to the ®cust o mer L AN net wor k i nt erf ac ¡¯ on t h
CMS. Which file must be amended to ensure that this net mask is correctly allocated when the CMS
system is rebooted?
A. /etc!subnet
B. /etc/netmasks
C. /etcfnetworks
D. /etcfhosts
Answer: B
9.You have just installed Avaya P Agent R-6 on the computers for all 150 agents. All of the computers can
ping the Communication Manager (CM), but only 100 of the agents can log into their lP Agent station.
What is the cause of this issue?
A. The ® Maxi mu m Concurr entl y Regi st er ed I P St ati on ¡¯ f ield on t h ¡ ®sys -parameters customer-options ¯
screen is set to 100.
B. The ®I P St ati on ¡¯ f ield on t h ¡ ®sys -parameters customer-options ¯ scr een i s set t o¡ n
C. The ® Multi medi a Mod ¡¯ f ield on t h ¡ ®change stat on¡ ¯ for m i s set t o ¡ ®Enh nc
D. The ®Phone Feat ur e ¡¯ wi nd ow on t h ¡®Stat io n Adm
i nistrat ion f or m needs t o be set o ¡®-In ¯.
Answer: A
10.When turning on the CMS application an installation engineer receives the message shown:
®Checki ng t he Syst e m Tunabl es f or C MS val ues md: m
i rr or ed_r oot _fl ag MUST be set t o 1 C MS cannot r un
without correct tunable values. Error occurred while processing request..... see
/cmsfinstallllogdir/admin.log for detaiIs ¯
Which file will require amending to resolve this problem?
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A. /etcftunables
B. /etc/system
C. /cms/insta llftunables
D. /etc/defaultlmirror
Answer: B
11.Your customer has commissioned agents who take both service related calls as well as sales
opportunity calls The agents receive a commission on all sales. Which Business Advocate feature would
assure that agents are provided equal opportunity to take sales related calls?
A. Service Objective
B. Percentage Allocation Distribution
C. Service Level Supervisor
D. Reserve Agent
Answer: B
12.A customer adding a second ACD to an existing Avaya Call Management System (CMS). The
customer also wants to add External Call History (ECH) capablrties and Network Printing Interfaces
(NWF), The MuIti-Ste Routing Interface supports one 1CM Penpheral Gateway (PG) and DNS services.
Which implementation affects service to the CMS?
A. adding 1WP
B. adding DNS services
C. adding Multi-Site Routing
D. adding ECH
Answer: D
13.Your customer wants to periodically adjust agent skill assignments and preferences automatically
(without human intervention) based on real-time agent sales results in their CRM application.
Which solution would satisfy the requirement?
A. Implement a custom CTI application which will change the agent skills.
B. Pursue a custom application through Avaya CSI
C. Use Avaya Site Administration Scheduling.
D. Use CMS Supervisor scripting.
Answer: B
14.Your customer would like to be able to collect call center data when the enterprise fragments using a
remote gateway. Since this is a small location, an LSP was installed to support the users Which system
would allow the customer to collect and then add data back to the main Call Management System (CMS)?
A. HACMS
B. Primary CMS
C. BCMR-D
D. Survivable CMS
Answer: D
15.Your client needs to address agent morale issues thin their call center. These issues are tied to those
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agents who staff a higher number of skills resulting in more time spent on ACO calls (also known as hot
seats ¯).
Which Avaya capability should be used to help eliminate ®hot seat ¡¯ in a call center
A. Auto-Reserve Agents
B. Least Occupied Agent (LOA)
C. Expert Agent Selection (EAS)
D. Percent Allocation Distribution (PAD)
Answer: B
16.You are working an intermittent issue with Avaya IP Agent R6 and have enabled Event Logging on the
end-users computer to capture log files. You need to instruct the end-user how to insert an event mark in
the log when the problem occurs.
Which keyboard combination do you have the end-user press to mark the event?
A. Alt + M
B. Alt + E
C. Ctrl + E
D. CtrI+M
Answer: C
17.Which file is responsible for setting up a default route on a CMS system?
A. /etc/hosts
B. /etc/router
C. /etc/deftultrouter
D. /etc/netstat
Answer: C
18.For a High Availabihty CMS design supporting 4 ACDs with the CMS servers co-located with a local
ACD, the customer should have available which of the following Ethernet switch port configurations to
support the installation?
A. 2 Ethernet switch ports at each remote Communication Manager location I Ethernet switch port for
each Communication Manager co-located with a CMS server. 1 Ethernet switch port for each CMS server
B. 1 Ethernet switch port for each Communication Manager and 2 Ethernet switch ports for the Primary
and Secondary CMS servers.
C. 2 Ethernet swich ports at each remote Communication Manager location. 1 Ethernet switch port for
each Communication Manager co-located with a CMS server. 2 Ethernet switch ports for each CIViS
server.
D. 2 Ethernet switch ports at each Communication Manager location and 2 Ethernet switch ports for each
CMS server (Primary and Seconday)
Answer: D
19.Your customer must be able to confirm that clients have input valid credit card numbers.
As a backup to using a custom CTI application, which vector variable should be used to validate account
numbers?
A. DIV
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B. SEL
C. CATR
D. MOD1O
Answer: D
20.You have just received a call from a customer that agent 6024 is no longer receiving calls for skill 6.
The customer informs you that the agent was receiving calls yesterday for this skill. You display the agent
login ID and inform the customer that skill 6 is no longer assigned in the agents profile. The customer
wants to know when the agents profile was changed. Keep in mind that changes to agent profiles for this
customer can only be made through the Media Server,
Which command would you use to determine when a change was made to this agents profile?
A. display changes extension 6024
B. list history
C. display agent 6024
D. displayevents 6024
E. trace agents
Answer: B
21.Your customer wants the ability to automatically notity Avaya Call Management System (CMS)
Supervisors when there are excessive calls in queue to be answered. A possible solution is to implement
the Communication and Solution Integration CMS Supervisor Threshold Paging Package
Which condition must be met for the CMS Supervisor Threshold Paging Package to work?
A. The CMS must have access to the public network.
B. The agent must have remote text messaging capabilities
C. The supervisor must has a CMS login ID
D. The refresh rate for checking the users thresholds can be changed.
Answer: A
22.Your customer is implementing third-party data directed routing
Which three ctor steps would cause an adjunct routing request to be terminated? (Choose three.)
A. check split
B. wait
C. queue
D. go to step
E. converse on split
Answer: A, C, E
23.Your customer is implementing Application Enablement Services for a TSAPI application. What
represents the recommended TCPI1P connectMty for AE Services?
A. AE Services etho and AE Services ethi both connect to the local LAN.
B. AE Services etho connects to a dedicated CLAN, AE Services ethi connects to a second dedicated
CLAN. ME Services eth2 connects to the local LAN.
C. AE Services etho connects to the customer application server1 ME Services ethi connects to a
dedicated CLAN.
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D. AE Services etho connects to a private LANfV1..AN for the transport links to Communication Manager,
AE Services ethi connects to the customers LAN.
Answer: D
24.Your customer is reporting that after hours callers are being disconnected. Recently they changed the
out-of-hours vector from routing to an internal voice mailbox to an off site answering service using a
route-to digits step
What is happening?
A. Dial ahead digits are being discarded
B. In the associated vector, coverage on route-to digits step was set to no.
C. In the associated vector, coverage on route-to digits step was set to ° ye e
D. Class of Restriction on associated VON has too low of an FRL to allow outcalling
Answer: D
25.Which three statements descnbe the correct use of the asaiuui vector vanable when communicating
with an adjunct computer telephony integration application? (Choose three.)
A. Valid lengths of the asaiuui vector variable range from 1 to 24 digits
B. The asaiuu, vector variable allows the adjunct CTI application to set a variable for use in vector
processing
C. A common use for the asaiuui variable in a vector step is to test the assigned value against a threshold
value.
D. The scope of the asaiuui variables is only local
E. Once a value is assigned, it cannot be modified or changed byrne adjunct
Answer: B, C, D
26.Your customer is implementing a non-AVAYA CI/LAN application in conjunction with Communication
Manager (CM) 4 0 What is the minimum software licensing required on Communication Manager and AE
Services?
A. ASAI Core on CM and TSAPI Basic and Ad ¯i anced on AE Ser Mces
B. ASAI Core on CM and CvtAN on AE Ser ¯.i ces
C. ASAI Core, ASAI Plus and Cli Stations on CM and CVLAN on AE Services
D. CTI Propnetary Adjunct inks on CM and CVL.AN on AE Services
Answer: B
27.The field service technician is responsible for which two tasks? (Choose two )
A. onsite equipment inventorV
B. application of powerto onsrte equipment
C. obtaining necessary TCP/ IP addresses
D. ensunng the equipment room is ready for installation
Answer: A, B
28.Your customer has basic reporting requirements that include agent level skill reporting for 12
simultaneous supervisors accessing real-time information using PCs over their Local Area Network. What
is the most cost effective reporting offer that meets these requirements?
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A. BCMR Desktop
B. BCMS
C. CMS
D. Operational Analyst
Answer: C
29.Which of the following is not a valid connecbvity test available using the Applications Enablement
Services Utilities menu available from OAM?
A. TSAPI Test
B. Ping Host
C. ASAI Test
D. Traceroute
Answer: D
30.For single site call centers where Call Management System (CMS) data is critical to their business,
which two benefits does the CMS provide for minimum data loss? (Choose two.)
A. disk mirroring
B. Survivable CMS
C. high availability CMS
D. duplicated processors
Answer: A, C
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