Avaya 21260T Certification Exam Sample Questions and Answers

Before you write the Avaya Administering Call Management System (21260T) certification exam, you may have certain doubts in your mind regarding the pattern of the test, the types of questions asked in it, the difficulty level of the questions and time required to complete the questions. These Administering Avaya Call Management System (ASAC-0021) sample questions and demo exam help you in removing these doubts and prepare you to take the test.

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Avaya 21260T (Administering Call Management System) Sample Questions:

01. Why is it important to monitor trunk group utilization in a call center?

a) To monitor call agent activity

b) To prevent overloading communication lines and maintain call quality

c) To keep track of agent login times

d) To ensure compliance with data protection standards

02. When customizing the CMS dictionary, what should you ensure is consistent across all reports?

a) Report formatting styles

b) Agents' performance history

c) Definition of terms and metrics

d) Report time zones

03. What is the main purpose of scripting in Avaya CMS?

a) To automate repetitive tasks and enhance system efficiency

b) To create custom call routing plans

c) To prevent unauthorized access to system features

d) To manage agent schedules and shifts

04. How are user permissions managed in Avaya CMS?

a) By assigning roles based on job titles

b) By configuring permission sets and assigning them to individual users or groups

c) By integrating third-party authentication tools

d) By controlling user access through system logs

05. Which types of irregularities can be monitored using exceptions in Avaya CMS?

a) Agent absenteeism

b) System performance

c) Call center revenue

d) Call handling statistics like call length and wait time

06. What are some potential challenges when managing multiple ACDs?

(Select two)

a) Ensuring call distribution logic is consistent across all ACDs

b) Monitoring call traffic for ACDs using different configurations

c) Handling agent productivity across all ACDs

d) Managing hardware failures within ACD systems

07. 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

08. How can vectors enhance the call management process in a call center?

a) By controlling system hardware components

b) By automatically assigning agents to work shifts

c) By minimizing system downtime

d) By automating call flows and decision-making

09. 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

10. What are key considerations when administering agents in a call center environment?

(Select two)

a) Assigning agents to skill groups based on their experience

b) Monitoring the number of calls handled by each agent

c) Limiting agent access to only one call queue

d) Configuring agent work schedules within CMS

Solutions:

Question: 01

Answer: b

Question: 02

Answer: c

Question: 03

Answer: a

Question: 04

Answer: b

Question: 05

Answer: d

Question: 06

Answer: a, b

Question: 07

Answer: b

Question: 08

Answer: d

Question: 09

Answer: a, c

Question: 10

Answer: a, b

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Avaya 21260T Certification Exam Sample Questions and Answers

Avaya 21260T (Administering Call Management System) Sample Questions:

Solutions:

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