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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Maintenance, Troubleshooting & Best Practices | 15% | - Backup, restore and system health checks - Diagnostic tools and log review - Common implementation issues and fixes |
| Topic 2: Avaya Aura Communication Manager Fundamentals | 25% | - System architecture and integration - Licensing and feature overview - SAT administration basics |
| Topic 3: ACD, Call Routing & Vectoring | 25% | - Vector programming and VDN configuration - Call treatment and routing logic - ACD, hunt groups and skill assignment |
| Topic 4: Avaya Call Management System (CMS) Overview & Architecture | 20% | - Data collection and reporting principles - CMS architecture and components - CMS installation and setup |
| Topic 5: Reporting & Performance Management | 15% | - Service level and agent performance analysis - CMS Supervisor administration - Real-time and historical reporting |
Which two Advocate features address the condition called the Supervisor Shuffle? (Choose two)
Explanation: Only visible for FreeDumps members. You can sign-up / login (it's free).
Which three statements describe the benefits of Best Service Routing (BSR)? (Choose three.)
Explanation: Only visible for FreeDumps members. You can sign-up / login (it's free).
The customer has both BCMS and CMS at a contact center
What is the major difference that could affect call data?
A company is migrating from R14 CMS with 3 ACDs to R16.1 CMS. They are not using ACD2 any more, so they are not planning to migrate it. Instead they want current ACD3 to be ACD2 on the new system.
How can they achieve this?
Which two statements describe why CMS and BCMS reports reflect different data?
(Choose two)
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