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Avaya 132-S-710.2 Exam -

Free 132-S-710.2 Sample Questions:

Q: 1
Your customer wants to deploy a distributed call center supporting a total of 300 agents with many small locations supporting two agents and six administrative staff licensed off of one current Avaya Communication Manager (ACM) server.
What is the most cost-effective solution to meet the client’s needs?

A. Central Site: S87XX
Branch Sites: G700
B. Central Site: S87XX
Branch Sites: G350
C. Central Site: S8500
Branch Sites: G350
D. Central Site: S8500
Branch Sites: G250

Answer: D

Q: 2
While performing discovery for a new ACD customer, you discover they need 150 multimedia agents, and their budget is very limited.
Which solution would you recommend to meet the customer’s needs?

A. Avaya IP Office
B. Avaya Contact Center Express (CCE)
C. Avaya Customer Interaction Express (CIE)
D. Avaya Interactive Center (IC)

Answer: C

Q: 3
You are preparing for a new implementation Avaya Customer Interaction Express.
Which document outlines the “Offer-Specific Customer Responsibilities”?

A. Avaya Solution Design Document
B. Statement of Work
C. Avaya Order Form
D. Addendum to Customer Agreement

Answer: B

Q: 4
Your customer is establishing a small call center. Their requirements include having the ability to store the historical data for a minimum of 60 days.
Which reporting system fulfills their requirements and minimizes the cost?

A. Avaya Operational Analyst (OA)
B. Avaya Call Management System (CMS)
C. Avaya Basic Call Management System (BCMS)
D. Avaya Basic Call Management Reporting-Desktop (BCMR-D)

Answer: D

Q: 5
While developing an IP call recording solution for a call center you consider the Time Slot impact on the system. Call Center R3.1 introduced the No-talk FAC (Facility Access Code) for Service Observing feature which can reduce the Time Slot usage of a call recording solution.
What are two potential limitations of this capability? (Choose two)

A. Not available for H.248 Media Gateways (G700/G350/G250)
B. Limits the amount of recording time
C. Recording device does not have a Talk Path to insert a warning tone
D. Only available on G0720 Media Servers

Answer: A, D

Q: 6
An existing Avaya Call Center customer with Avaya Call Management System (CMS) is adding Interaction Center with Operational Analyst.
Which two features must be active on the CMS to support the ECH Handler to Operational Analyst? (Choose two.)

B. CLINT (External Application)
C. Domain Name Service (DNS)
D. External Call History

Answer: B, D

Q: 7
When proposing a VoIP call center solution to a customer, which three data network capabilities should be evaluated prior to the sale? (Choose three.)

A. time slots
B. VLAN strategy
C. QoS/CoS strategy
D. Call Center Reporting Requirements
E. availability of Switched Layer 2 to the desktop

Answer: B, C, E

Q: 8
You are preparing for a new implementation of Avaya Customer Interaction Express.
Which three technical skill sets would be helpful to have enlisted in order to implement? (Choose three.)

A. Microsoft Server Systems Administration
B. Avaya Communication Manager Systems Administration
C. Microsoft SQL Database Administration
D. Avaya AE Services Administration
E. Avaya Call Management Systems Administration

Answer: A, B, D

Q: 9
Your customer has Avaya Communication Manager 2.0, Call Center 2.0 with Call Management System R12. They have agents that remain in After Call Work (ACW) mode for extended periods of time. Therefore, the reported results do not accurately reflect activity that is occurring.
Which solution provides accurate reporting?

A. reboot the Avaya Call Management System (CMS)
B. access the Avaya Communication Manager (ACM), then busy out and release the agents
C. upgrade the Avaya Communication Manager (ACM) and Avaya Call Center to 4.0 for Forced Agent Logout from ACW
D. upgrade to Avaya Call Center 4.0 and Avaya Call Management System (CMS) Release 14 for Forced Agent Logout from ACW

Answer: D

Q: 10
The customer is an insurance company with an inbound call center for customer claims, quotes and general questions.
What are two business consequences to the customer for failing to meet service level objectives? (Choose two.)

A. There are fewer new policies.
B. Existing business is not retained.
C. Claim processing timelines improve.
D. Customer increases the number of new product lines.

Answer: A, B

Q: 11
Which agent endpoint solution is most cost-effective for a customer without the capability to support Quality of Service (QoS) on their Layer 2 network?

A. One-X Desktop Edition
B. two wire digital phones
C. four wire digital phones
D. IP agent in ‘road warrior’ mode

Answer: B

Q: 12
Your call center wants to adjust the amount of resources that are dedicated to a promotional sales give-away campaign so that extra resources are shifted to more profitable sales campaigns during peak call volume hours.
What method would you use to allocate these resources?

A. Multi-site BSR
B. Advocate Percent Allocation
C. IP Agent
D. Variables in Vectors

Answer: D

Q: 13
Which two benefits does Avaya Network Routing provide? (Choose two.)

A. greater operational effectiveness and contact center efficiency
B. a Total Cost of Ownership (TCO) equal to competitive solutions
C. flattens, consolidates and extends multi-site call center enterprise communications
D. effective distribution of contact loads for better customer service and business continuity

Answer: A, D

Q: 14
A call center manager needs to match the caller needs with agent skills. The call center receives calls from clients who speak Spanish, French and English. The call center has agents with multiple language skills.
What is the best method to match the caller’s language with the best agent to handle the call, providing a quick, specialized treatment to satisfy the caller’s needs?

A. Priority Queuing
B. Call Prompting
C. Direct Agent Calling
D. Operator Assistance

Answer: B

Q: 15
A new customer is deploying an Avaya Communication Manager (ACM) 4.0 ACD and has a requirement for Java Telephony Application Programming Interface (JTAPI).
Which component meets this requirement?

A. CVLAN Service License
B. DLG Service License
C. CMAPI Service License
D. TSAPI Service License

Answer: D

Q: 16
What feature allows you to queue calls from multiple Vector Directory Numbers (VDNs) to a single skill, while maintaining different service objectives for those VDNs, making it simpler to serve a segmented customer base without adding additional skills?

A. Dynamic Queue Position
B. Variables in Vectors
C. Advanced Segmentation
D. VDN Variables

Answer: A

Q: 17
Which three power options does Avaya’s G650 Gateway solution support? (Choose three.)

A. -12VDC
B. -24VDC
C. -48VDC
D. 100 - 120 VAC at 50 or 60Hz
E. 200 - 240 VAC at 50 or 60Hz

Answer: C, D, E

Q: 18
Avaya IP Agent requires what minimum configuration for a remote worker to use Instant Messaging at home.

A. SIP Enablement Services, C-LAN, Avaya Telephone DCP and IP Agent License
B. C-LAN, Avaya IP Phone and IP Agent License
C. SIP Enablement Services and IP Agent License
D. C-LAN, Media Processor Board and IP Agent License

Answer: C

Q: 19
Which of the following platforms can support 400 concurrent supervisors and a 300,000 busy hour call volume?

A. Netra 210 (with 3GB of memory)
B. SunFire V890 with 4 CPUs
C. SunFire V890 with 8 CPUs
D. SunFire V890 with 12 CPUs

Answer: C

Q: 20
An existing Avaya Call Center Elite customer with an Avaya Call Management System (CMS) is adding Avaya Contact Center Express (CCE) to do screen-pop on the calling customer’s telephone number for their new toll-free calling service.
Which three need to be evaluated? (Choose three.)

A. DID/DDI trunks
B. network facilities
C. DS1 circuit packs
D. type of agent telephone
E. version of Call Center software

Answer: B, C, E

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