21260T Administering Call Management System Test Dumps

dumps2025-02-13T09:22:03+08:00

If you are preparing for ASAC-0021 Administering Avaya Call Management System credential, the 21260T exam dumps are your best choice to pass the test. We know that there are 30 questions in real Avaya ASAC 21260T exam, and you have 60 minutes to finish the test. The minimum passing score is 70% (21 of 30 correct). By using Avaya ASAC 21260T exam dumps, you can pass the Avaya Call Management System Administrator test easily. Free Administering Call Management System Test 21260T exam dumps are available below.

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1. What best practices should be followed when configuring Call Work Codes? (Select two)

Define clear categories for different types of calls

Allow agents to customize CWCs at their discretion

Regularly update CWCs based on evolving business needs

Limit CWCs to a single code for all call types

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

Report time zones

Definition of terms and metrics

Agents' performance history

Report formatting styles

3. Which tasks can VDNs accomplish in Avaya CMS? (Select two)

Determine how calls are queued

Store voicemail for agent retrieval

Route calls to specific agents or departments

Generate custom reports for agents

4. Which feature of the CMS Supervisor Interface allows real-time monitoring of call center activity?

Historical reports

Call Recording

Real-Time Reports

Alarm Management

5. What actions can be triggered by exceptions in Avaya CMS? (Select two)

Notification to system administrators

Automatic rerouting of calls

Escalation of calls to a manager

System shutdown to prevent data loss

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

To monitor call agent activity

To prevent overloading communication lines and maintain call quality

To keep track of agent login times

To ensure compliance with data protection standards

7. What is a key component in administering agents in Avaya CMS?

Defining agent profiles and assigning skill sets

Limiting agent login times

Setting up agent routing paths

Managing external data storage

8. What is the purpose of making configuration changes in Avaya CMS?

To optimize the system for changing call volume and patterns

To automatically update agent profiles

To prevent access to certain reporting features

To change the hardware setup for the ACD system

9. What key configurations should be considered when administering trunk groups? (Select two)

Trunk group capacity

Agent training schedules

Routing preferences

System update intervals

10. What are some best practices for administering VDNs? (Select two)

Regularly update VDNs to reflect changes in call routing strategies

Ensure all calls bypass VDNs for direct agent routing

Monitor the performance of VDNs to avoid call congestion

Set VDNs to default settings for all call routing

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11. Which reports can benefit from the use of Call Work Codes? (Select two)

Agent performance reports

Hardware usage reports

Customer satisfaction surveys

Call type distribution reports

12. What are key considerations when administering agents in a call center environment? (Select two)

Assigning agents to skill groups based on their experience

Monitoring the number of calls handled by each agent

Limiting agent access to only one call queue

Configuring agent work schedules within CMS

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

To automate repetitive tasks and enhance system efficiency

To create custom call routing plans

To prevent unauthorized access to system features

To manage agent schedules and shifts

14. What is a key consideration before implementing configuration changes in CMS?

Ensuring changes are applied during peak hours

Backing up the current configuration to prevent data loss

Informing customers of changes in call handling processes

Disabling all agent profiles during the update

15. What is the role of Trunk Group Selection in call routing?

It helps manage which calls are directed to which agents

It determines which physical trunks are used for outgoing and incoming calls

It defines call transfer protocols for internal calls

It sets the priority of outgoing emails

16. How can exceptions be managed effectively in Avaya CMS? (Select two)

Set thresholds based on historical data

Automate the resolution of exceptions without manual intervention

Perform regular reviews and adjustments of exception thresholds

Create identical thresholds for all call types

17. What is the purpose of Call Work Codes (CWCs) in Avaya CMS?

To define how long an agent can take a break

To categorize and track the nature of calls handled by agents

To generate reports on system health

To monitor agent login times

18. Which feature is used to ensure agents are handling the right type of calls in a call center?

Call distribution algorithms

Skill-based routing

Real-time agent monitoring

Manual call forwarding

21260T Administering Call Management System Test Dumps

21260T Administering Call Management System Test Dumps

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