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Avaya Proactive Contact Implementation and Maintenance Sample Questions:

1. When testing a Reject Report through the System Telnet menu, it is discovered that the wrong field is included in the report.
Where would the list of fields be revised that can be used within the report to include the missing field?

A) the expression section
B) the fields section
C) the dimension section
D) the label section

2. A system operator can modify the Completion Codes in Editor but not manage an active Job in Monitor, while other users can do both.
How would you determine what is causing the problem?

A) Run check_mts on the primary Avaya Proactive Contact server to verify all Mid-Tier components are running.
B) Test the connection in the Oracle ODBC Driver configuration window in the "AvayaPDSDB" System DSN available in the workstations Control Panel > Administrator Tools > Data Sources (ODBon the affected user's workstation.
C) Run dheck_pds on the affected Avaya Proactive Contact server (the one the job is running on, not Just the primary) to verify that enserver is running.
D) Use enclient from the user's workstation to verify basic event service messages are being received across that particular workstation's network path.
E) Verify that the user's permissions include Job control access to Monitor in Role Editor.

3. A system administrator has set up a new completion code in Editor on Proactive Contact 5.X. A Job is started and after some time has passed, the Monitor is opened to see how many calls have been released using the new completion code. No calls have been released.
What are three reasons for this happening? (Choose three.)

A) The new completion code Is not available for use untilafter the next dialer restart.
B) The new code was not available because it was created on another dialer in the pod.
C) The new completion code is an agent completion code.
D) The agents was not aware of the new completion code.
E) The completion code was not assigned to a short-cut key.

4. A system operator opens a Job Status view in the Avaya Proactive Contact Monitor and notices that the status for job EXP100 is shown as Active, but the character-based Job Monitor no longer shows the job as running. The system operator calls support and asks for an explanation.
Which three actions would you perform to begin troubleshooting the problem? (Choose three.)

A) Tell the supervisor how to locate her personal directory and how to delete all the .cmv files foundthere.
B) Log on to the dialer and run check_db and check_mts.
C) Log on to the dialer and run sqlplus, and then enter the following query: SQL> select * from mo_last_status;
D) Log on to the dialer and run sqlplus, and then enter the following query: SQL> select * from dialerdef;
E) Instruct the supervisor on how to generate debugging data in the cd.log file and ask the supervisor to send you the output for analysis.

5. What are two true statements about agent headset connections for agents using the Agent Blend feature in a Service Level domain group? (Choose two.)

A) The agent's headset is connected immediately by the Avaya Proactive Contact (APC.upon initial login through the acquire VDN (acquired).
B) The agent's headset is connected (acquireD.only when the inbound service level of their domaingroup is being met or exceeded.
C) When acquired, if the service level of the Domain Group the agent is associated with is not beingmet, the agent's headset is disconnected (releaseD.with the next record release.
D) When acquired, the agent should use their aux buttons on their phone between calls to indicate their current state so the APC will know when they are available to handle additional calls.
E) when acquired by the APC, the agent will hear different zip tones indicating either they havebeen connected to an inbound call or outbound call.

Solutions: