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Which command would be used to determine the number of simultaneous CMS Supervisors currently logged onto the CMS?
PS -ef I grep ‘crtjo_man I wc -l
PS -ef grep ‘winjo_man’ wc -l
ps -ef I grep ‘cmssup’ I wc -l
Vector processing continues to occur while an ASAI route request is being processed Which two steps should follow one or more adjunct routing link steps? (Choose two.)
a wait step with silence
a wait step hearing either nng back or music
a call prompting announcement step
Answer: B, C
Which vector variable type can have a variable access (VAC) assigned?
What are two advantages for using Audio Groups for VAL Announcements? (Choose
increased announcement space
less potential impact on WAN bandwidth usage
more tine allotment per VAL board
Answer: B, C
Your customer wants to implement general purpose call vectors that support multiple applications. Which three features can be implemented to achieve the desired customer objective? (Choose three)
VON skill assignments
VON or origin announcements
Answer: A, C, D
Avaya IP Agent was just installed on an end user’s computer and the screen pop for incoming calls displays VON information that is incorrect. What is the cause of this issue?
The name of the VON created has more than 15 characters in the name
The Screen Name’ in the ‘Toots>Screen Pop’ window is labeled incorrectly.
Screen Pop is selected to launch when the call is released and the VDN information
is from the previous call
The “Pop the screen only when VDN is’ box on the “Screen Pops - Trigqer window
is not checked
Your customer has informed you that they will be using Witness Workforce
Management (formerly Blue Pumpkin) as an external work force management. Which two interfaces are needed from the Communication and Solution Integration (C&Sl) organization to be installed remotely? (Choose two.)
real time adherence (PTA) interface
Answer: A, C
What are three valid uses of the ASAI Phantom Call capability’? (Choose three.)
When preventing an agent from receiving a call that has already abandoned from queue.
When reserving a queue slot for a non-voice request.
When alerting users of various conditions such as wake-up, maintenance, or security.
When directing a caller to a specific agent via DirectAgent Calling.
When working with the Single Step Conference feature, applications can use the phantom call feature to assist in completing trunk-to-trunk transfers.
Answer: B, C, E
You are using a locally assigned vector variable in a vector and need to validate that the variable is being correctly assigned as calls are processed through the vector Which command would you use to validate the assignment of the vanable in the vector?
Display Vector events
Display Vector errors
List trace VON
Which three statements accurately describe the Direct Agent Calling (DAC) feature of
Expert Agent Selection? (Choose three.)
Calls are routed to a specific phone extension.
Callers may queue for the agent if the agent is on a call
Unanswered calls follow the agent’s coverage path if the call is not answered within a specified number of rings.
Callers can hear an agent specific delay announcement when the caller is queued.
Direct Agent Calling is assigned by class of restriction (COP).
Answer: B, C, E
Which three functions require the Elite Call Center Package? (Choose three.)
Multiple Call Handling
Call Work Codes
Location Preference Distribution
Forced Agent Logout from After Call Work
Variables in Vectors
Answer: C, D, E
Using the UNIX shel, which commands would be used to display a list of usefti log files that can be used for diagnosing CMS problems?
If an agent has been in the AUX mode far greater than 9 seconds, what happens to their occupancy when they return to the available work mode?
Occupancy is reset to 0%,
Occupancy percentage remains the same.
AUX work has no impact on agent occupancy.
It re-initializes, based on peer agent’s occupancy or system default of 75%.
You have just completed an installation of a Call Management System (CMS) and
connected it to the Communication Manager (CM) You notice that the link between the CMS and CM continuously goes up and down. You suspect it is caused by the network connection. Which lle will provide the status of the lwi speed and node?
Service Level Maximizer (SLM) is an optional feature that can be used to manage call
and agent selection according to predefined service levels. Which three statements are true in relation to SLM’? (Choose three.)
SLM and Business Advocate cannot be active on the same switch.
SLM can be used in conjunction with BSR to manage service level objectives across
Agents may be auto-reserved.
SLM can use LOA as an agent selection method.
Actual Service Level (ASL) is the recommended algorithm for determining service
Answer: A, C, E
How many different operators can be assigned using the set command?
You are troubleshooting network connectivity issues from a server running a Solaris /
UNIX operating system. You run the ‘traceroute’ command to determine how far away the client (137120,18,16) is and you receive the following message:
traceroute to 220.127.116.11 (Clientl .company.com), multiple interfaces found using hmel, 30 hops max, 40 byte packets
1 router (18.104.22.168) 0.457 ms 0.254 ms 8.365 ms
2 137,122.152,5 (22.214.171.124) 0236 ms 0.137 ms 0437 ms
3vianl37_156 (126.96.36.199) 5.284 ms 1.189 ms 3422 ms
4 gateway (188.8.131.52) 5.343.ms 2.357 ms 1.645 ms
5v(an137_129 (184.108.40.206) 3.360 ms2.359 ms 1.843 ms
7 220.127.116.11 (18.104.22.168)t !H
Based on the above output, which three statements are true? (Choose three.)
Dynamic Naming Service (DNS) is implemented in the network, but not configured through all segments.
The host you are trying to reach in unreachable.
The host you are trying to reach is seven hops away from the server.
The link cannot complete because the Time-to-Live (TTL) for the packet has exceeded the 200 millisecond round trip limit
The server where the traceroute initiated has more than one configured Network Interface Card (NIC)
Answer: A, B, E
The network group wants to laow how many network interface cards (NICs) are programmed on a Call Management System (CMS). Which command will give the following output?
erio: flags 1 000843cUP,BROADCAST,RUNNING ,MULTlCASTlPv4’ mtu 1500
net 22.214.171.124 netmask ffffff00 broadcast 135.122.29255 ether 0:3:ba:c:b9ab
ipdptpo: flags I 0008d0cPOINTOPOlNTRUNNlNGNOARP MUL11CAST,lPv4’ mtu 8232 index 3
net 192.1681.1 --> 192168,1,2netmaskufffff00 ether 0:0:0:0:0:0
Avaya 132-S-720-1 Exam (Specialist Call Center Implement and(R) Support Elective) Detailed Information
Credentials & Certifications
Sharpen Your Technical Skills—Get Certified on Avaya Solutions
Professional Credentials and Technical Certifications
For every level of knowledge and expertise, Avaya certification programs can enhance your ability to effectively deploy and use Avaya communications applications and technology.
Programs are available by area of focus and for different skill levels. Courses include rigorous study and hands-on learning, complimented by a blend of online tests and proctored exams to validate your competencies. Certifications require passing scores on all examinations.
Maintain Your Market Edge
The skills and knowledge you demonstrate through certification can help you make an immediate impact on current projects. Plus, you gain resume-worthy, career-building skills. You’ll be better able to sell, design, implement and maintain Avaya Solutions while teaching others new skills along the way. Certification shows you are motivated, experienced, and committed to achieve excellence in your field. Avaya Professional Credentials and Certifications are recognized across the globe.
The Avaya Professional Credential Program is designed to ensure individuals have the knowledge and skills to successfully sell, design, implement, and maintain Avaya products and solutions that exceed customer expectations.
The Avaya Professional Credential Program consists of Sales, Design and Support Credentials and distinguishes between Solution Credentials and Product specific Credentials.
To learn more about the Program select the individual graphics above or the workbook tabs.
Avaya Professional Credentials and Certifications
The Avaya Professional Credential Program consists of Sales and Services Credentials, and uses a blend of Online Tests and Proctored Exams to validate competencies. Refer to the Avaya Professional Credential Program Overview for details.
In support of the credential program, Avaya Learning offers a wide variety of training content to meet the needs of our Partners, Customers, and Associates.
Fundamental to all Avaya Professional Credentials is a solid understanding of the core technologies upon which the products and solutions are built. Avaya recommends the programs of leading industry players to provide foundational knowledge: WestNet Learning (Foundational Technology Expert) and The SIP School (SSCA).
Avaya Professional Credential Program
Note: Some credentials are available only to Avaya Partners and Avaya Associates. Please
read the following credential descriptions to confirm eligibility.
The Avaya Professional Credential Program is designed to ensure individuals have the knowledge and
skills to successfully sell, design, implement and maintain Avaya products and solutions that exceed
customer expectations. The Avaya Professional Credential Program currently consists of Sales,
Design, and Services Credentials and distinguishes between Solution Credentials and Product
Sales & Design Credentials
Avaya Engagement Solutions Certifications
Avaya Engagement Solutions Certifications
ACDS - Avaya Certified Design Specialist
ACSP - Avaya Certified Sales Professional
Avaya Product Professional Credentials
APDS - Avaya Professional Design Specialist
APSS - Avaya Professional Sales Specialist
ACSS - Avaya Certified Solution Specialist
ACIS - Avaya Certified Integration Specialist
Avaya Product Certifications
ACSS - Avaya Certified Support Specialist
ACIS - Avaya Certified Implementation Specialist
Avaya Product Professional Credentials
ASPS - Avaya Support Professional Specialist
AIPS - Avaya Implementation Professional Specialist
Avaya uses a blend of Online Tests and Proctored Exams to validate competencies. Professional Specialist
credentials are awarded based upon passing Online Tests. Certified credentials incorporate Proctored Exams
and Online Tests as a requirement to earn the credential.
For a complete listing of Avaya credentials by product / solution area, please visit the Avaya Professional Credential
Program page on the Avaya Learning Center at www.avaya-learning.com.
Fundamental to all Avaya Professional Credentials is a solid understanding of the core technologies
03 October 2016 v1 3
upon which the products and solutions are built. Avaya recommends the programs of leading industry players
to provide foundational knowledge: WestNet Learning (Foundational Technology Expert) and The SIP School
In support of the Credential Program, Avaya Learning offers a wide variety of training content to meet the
needs of our Partners, Customers, and Associates.
Avaya Professional Sales Specialist (APSS)
APSS validates a candidate has a basic-to-intermediary level of knowledge to sell Avaya products and customer focused
An Avaya Professional Sales Specialist understands the competitive global landscape, evaluating customer needs,
identifying and recommending the right Avaya solution and communicating its business value.
APSS Credentials use online tests, are valid for 2 years and are reserved exclusively for Avaya Channel Partners and
Exception: APSS – Avaya Aura® Application Server 5300 (APSS -1101) remains a one year credential until
Avaya Professional Design Specialist (APDS)
APDS validates a candidate has an introductory level of technical proficiency necessary to create specific
designs and build foundational knowledge for solution designs based on the customer requirements.
The Avaya Professional Design Specialist has the skills and knowledge necessary to review a customer’s
current configuration, understand their future needs and design an Avaya solution for today and tomorrow. The
Design Specialist creates architectural designs and migration strategies ensuring both integration to current
networks and future readiness of customer communication solutions.
APDS Credentials use online tests, are valid for 2 years and are reserved exclusively for Avaya Channel
Partners and Associates.
Avaya Certified Sales Professional (ACSP) In planning
ACSP validates that the candidate has achieved an advanced understanding of and competence in Avaya
Sales skills and processes for sales strategy and deployment.
Avaya Certified Sales Professional (ACSP) curriculum for Avaya Engagement Solutions captures both the
Avaya Sales approach and the Engagement Solutions for both Avaya Associates and Business Partners.
Building upon the foundation established with the Avaya Professional Sales Specialist (APSS) curriculum,
students completing the ACSP curriculum will be able to sell and position solutions that address the
customer’s issues and objectives.
ACSP Credentials use proctored exams, are valid for 2 years and are reserved exclusively for Avaya Channel
Partners and Associates.
Note: The ACSP credentials are currently being planned and not fully released.
03 October 2016 v1 4
Avaya Certified Design Specialist (ACDS)
ACDS validates that the candidate has an intermediary level of technical proficiency necessary to
create specific greenfield, upgrade and migration solution designs based on the customer business
Avaya recognizes that individuals responsible for designing customer solutions demonstrate
advanced Sales Engineering skills and therefore should be distinguished with a credential that
signifies their achievement.
ACDS Credentials use proctored exams and online tests, are valid for 2 years and are reserved
exclusively for Avaya Channel Partners and Associates.
Note: The ACDS portfolio has undergone a major redesign to provide the Avaya Sales Engineer
(SE) community a growth path to mastery in Avaya Engagement Solutions. The ACDS curriculum
for Avaya Engagement Solutions instills a common methodology and approach to solution design
across the entire SE community and builds upon the foundation established with the Avaya
Professional Design Specialist (APDS) curriculum.
Avaya Implementation Professional Specialist (AIPS)
AIPS validates a candidate has achieved an enhanced level of proficiency focused on installing,
configuring, and troubleshooting a specified Avaya product or product family.
The Avaya Implementation Professional Specialist can implement, validate and troubleshoot the
installation of a single product, single system or product family. The Implementation Specialist installs
hardware and software, configures the solution, performs initial administration and acceptance testing
to diagnose and correct installation issues.
AIPS Credentials use online tests, are valid for 2 years and are open to all audiences.
Avaya Support Professional Specialist (ASPS)
ASPS validates a candidate has achieved an advanced understanding of and competence in
troubleshooting, maintaining and administration of Avaya industry leading communications products.
The Avaya Support Professional Specialist gathers and interprets system data, identifies issues and
makes changes to ensure maximum availability and performance of a customer’s network. The
Support Specialist uses their advanced Avaya troubleshooting, maintenance and administration
capabilities to efficiently and accurately resolve customer’s communication issues.
ASPS Credentials use online tests, are valid for 2 years and are open to all audiences.
03 October 2016 v1 5
Avaya Certified Implementation Specialist (ACIS)
ACIS certifies a candidate has achieved an enhanced level of proficiency focused on installing, configuring, and
troubleshooting a specified Avaya product or product family.
The Avaya Certified Implementation Specialist can implement, validate and troubleshoot the installation of a single product,
single system or product family. The Implementation Specialist installs hardware and software, configures the solution,
performs initial administration and acceptance testing to diagnose and correct installation issues.
ACIS Certifications use proctored exams, are valid for 2 years and are open to all audiences.
Avaya Certified Support Specialist (ACSS)
ACSS certifies a candidate has achieved an advanced understanding of and competence in troubleshooting,
maintaining and administration of Avaya industry leading communications products.
The Avaya Certified Support Specialist gathers and interprets system data, identifies issues and makes changes to
ensure maximum availability and performance of a customer’s network. The Support Specialist uses their advanced
Avaya troubleshooting, maintenance and administration capabilities to efficiently and accurately resolve customer’s
ACSS Certifications use proctored exams, are valid for 2 years and are open to all audiences.
Avaya Certified Integration Specialist (ACIS)
ACIS certifies a candidate has achieved a level of proficiency required to integrate and implement core and complex
solutions based on reference architectures from Avaya customer scenarios.
The Avaya Certified Integration Specialist demonstrates the integration of enterprise architecture solutions in order
to install, validate, and troubleshoot the implementation. The Integration Specialist holds a technical ability at a level
that ensures the successful integration, configuration, and support of the solution reference architectures.
ACIS Certifications use proctored exams and online tests, are valid for 2 years and are open to all audiences.
Avaya Certified Solution Specialist (ACSS)
ACSS certifies a candidate has achieved an intermediate - advanced level of proficiency required to diagnose,
isolate and support multi products within Avaya solution architecture.
The Avaya Certified Solution Specialist comprehends the methodology to isolate and diagnose single and multiple
problems within the enterprise solution architectures, technologies and protocols. The Solution Specialist holds a
technical ability at a level that ensures the successful maintenance, and support of solution architecture.
ACSS Certifications use proctored exams and online tests, are valid for 2 years and are open to all audiences.
To obtain an ACSS credential individuals need to hold the relevant ACIS credential.
03 October 2016 v1 6
About Avaya Learning
Avaya Learning develops and delivers industry leading training for Avaya products and solutions. Avaya Learning
specifically focuses on Avaya’s product launches, sales force and channel enablement - including solution and
executive selling, skills development and certification. Avaya Learning uses a blended learning approach offering a
combination of self-paced, virtual interactive and classroom learning environments to maximize effectiveness and
decrease time required to reach proficiency.
Avaya Learning supports and maintains the Avaya Learning Center where both course details and information on the
Avaya Professional Credential Program can be found