Avaya Contact Center on Avaya Aura(TM) Communication Manager and Avaya Call Management System Implementation : 6201.1

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Avaya 6201.1 Exam Syllabus Topics:

Avaya Contact Center on Avaya Aura(TM) Communication Manager and Avaya Call Management System Implementation Sample Questions:

1. The quick credit call center management has described to move to 24 hour support for same center operations. Because the standard practice has always been to start each vector with the same 5 steps to test for working hours, making the change will require modifying almost all of the vectors.
While making the changes, what can be done to make the future changes easier and more efficient?

A) Change announcements for each skill to include working hours and advice callers to hang up if not calling during those hours.
B) Add vector variables to each vector to test for working hours.
C) Create vector subroutine that can be used in all vectors that have the same working hours
D) Redesign the routing so all calls funnel through a signal vector

2. In an active Expert Agent Selection (EAS) environment, what is each hunt group known as?

A) Vector
B) Split
C) Agent
D) Skill

3. CMS Supervisor user forgot their password.
What must he do to reset a password in CMS?

A) Log in as root and execute the password command for that user.
B) Write permission to the System Setup feature and write permission to UNIX.
C) Perform a manual login from CMS Supervisor and execute the passwd command for that user.
D) Log in as a CMS administrative user and execute the paaswd command for that user.

4. Click the Exhibit button.

A customer's CMS link has been set up properly. After turning CMS on, the link does not come up. Based on the lines in /cms/pbx/acd1/spi.err, what is the cause for this issue?

A) There is no network connection to CLAN.
B) CM version is not matching CMS setup.
C) CMS version is not configured an the system-parameters features farm,
D) CMS version is misconfigured on the system-parameters features form.

5. A customer wants to optimize agent resources while also servicing calls in queue.
Which Advocate feature will meet this requirement? I

A) Predicted Waft Time
B) Service Objective
C) Percent Allocation Distribution
D) Dynamic Queue Position

Solutions: