Avaya 21260T Practice Exams
Last updated on Apr 07,2025- Exam Code: 21260T
- Exam Name: Administering Call Management System Test
- Certification Provider: Avaya
- Latest update: Apr 07,2025
What is the primary function of Avaya Call Management System (CMS) in a contact center?
- A . To assign agents to specific departments
- B . To generate real-time and historical reports on call center operations
- C . To manage network connectivity for the organization
- D . To configure user access levels across the system
Which reports can benefit from the use of Call Work Codes? (Select two)
- A . Agent performance reports
- B . Hardware usage reports
- C . Customer satisfaction surveys
- D . Call type distribution reports
Which of the following is crucial when administering multiple ACDs in a large call center?
- A . Assigning identical skillsets across all ACDs
- B . Ensuring unique configuration for each ACD to meet departmental needs
- C . Limiting the number of agents per ACD to reduce load
- D . Using a single report for all ACDs to simplify monitoring
What are best practices when scripting in Avaya CMS? (Select two)
- A . Testing scripts in a non-production environment
- B . Avoiding documentation to streamline the process
- C . Creating logs for script executions
- D . Running scripts only during business hours
What best practices should be followed when configuring Call Work Codes? (Select two)
- A . Define clear categories for different types of calls
- B . Allow agents to customize CWCs at their discretion
- C . Regularly update CWCs based on evolving business needs
- D . Limit CWCs to a single code for all call types
What are some of the key components you can manage within the CMS Dictionary? (Select two)
- A . Data storage for voice recordings
- B . Call event definitions
- C . Call distribution algorithms
- D . Custom report parameters
What are some advantages of using the CMS Supervisor Interface for call center management? (Select two)
- A . User-friendly graphical interface for non-technical staff
- B . Automated call routing based on system load
- C . Centralized reporting for multiple ACDs
- D . Real-time voice interaction with agents
What are some best practices for administering VDNs? (Select two)
- A . Regularly update VDNs to reflect changes in call routing strategies
- B . Ensure all calls bypass VDNs for direct agent routing
- C . Monitor the performance of VDNs to avoid call congestion
- D . Set VDNs to default settings for all call routing
How can agent performance be managed in Avaya CMS? (Select two)
- A . Through real-time monitoring of call handling
- B . By reviewing historical call data for each agent
- C . By limiting the number of incoming calls to reduce stress
- D . By setting agent-specific performance goals
What is the primary purpose of the CMS Supervisor Interface?
- A . To control agent working hours
- B . To provide a graphical interface for accessing and analyzing call data
- C . To manage network performance
- D . To configure hardware components