Avaya 21260T Practice Exams
Last updated on Apr 01,2025- Exam Code: 21260T
- Exam Name: Administering Call Management System Test
- Certification Provider: Avaya
- Latest update: Apr 01,2025
Question #1
What is the purpose of administering ACDs within Avaya CMS?
- A . To generate agent-specific reports
- B . To manage and distribute incoming calls to available agents
- C . To monitor agent login/logout times
- D . To provide security for CMS user access
Question #2
When administering ACDs, what configuration elements should be considered? (Select two)
- A . Call routing rules
- B . Server operating system compatibility
- C . Agent skillset definitions
- D . Data backup intervals
Question #3
Why is it important to properly administer trunk groups in a call center?
- A . To reduce system downtime
- B . To optimize the bandwidth usage and call quality
- C . To automate call transfer between agents
- D . To increase agent login times
Question #4
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.
Question #5
What is the primary role of the CMS Dictionary in Avaya Call Management System?
- A . To store contact center agent records
- B . To define data fields and terms used in CMS reports
- C . To configure security settings for CMS users
- D . To manage agent login credentials
Question #6
What are the advantages of using Call Profiles in CMS? (Select two)
- A . It enables tailored reporting for specific splits or skills.
- B . It automatically records calls for quality management.
- C . It ensures the system logs agent login times.
- D . It helps visualize performance trends across departments.
Question #7
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
Question #8
What is the primary purpose of a Vector Directory Number (VDN) in Avaya Call Management System?
- A . To store agent performance data
- B . To route incoming calls to specific vectors
- C . To manage call recordings
- D . To monitor real-time system health
Question #9
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
Question #10
When creating a CMS script, which language is most commonly used for scripting purposes?
- A . HTML
- B . SQL
- C . Perl
- D . Python