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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. What is the purpose of class of service (COS) administration of Contact Centre?

A) COS is used to restrict calls between incoming and outgoing trunk groups.
B) COS defines which features an agent may access.
C) COS restricts the calls a user can make and receive.
D) COS ensures that the most skilled agent receives calls first.

2. Which three ways can be used to verify the CMS is collecting data from the Communication Manage? (Choose three)

A) From the CMS menu. Maintenance Connection Status shows a link operational.
B) The /cms/pbx/3cd<#>/spi.err shows calls being transmitted.
C) From the CMS menu, Maintenance: Error Log Report shows calls being transmitted
D) The arrow an the CMS menu is up
E) The /cms/install/logdir/admin. log shows a link is operational.

3. A customer has 3 ACDs on CMS. ACD1 is in the Eastern time zone; ACD2 is the central time zone, and ACD3 is the Pacific Time zone. The Master clack is in the Central time zone. The users look at a historical daily report for ACD3 and the total calls are less than the interval totals for the same skill and date.
Which statement describes why they do not match?

A) The nightly archiver for ACD3 failed to run successfully.
B) The nightly archivers far ACD1 and ACD2 have not complete yet.
C) The nightly archiver far ACD3 ran before the day ended and only archived part of the day.
D) The nightly backup was in contention far the nightly archiver for ACD3.

4. Which two statements about CMS and CM connectivity are true? (Choose two)

A) If the switch uses a processor Ethernet instead of a CLAN card, it must use a direct connect to the CMS through a network.
B) The switch can have a direct-connect to the CMS
C) If the switch uses a CLAN card, the switch must be direct-connected to the CMS
D) The switch and CMS can he connected through a network.

5. A small but growing software firm is currently subcontracting a call centre to answer its technical support calls. The contact with the agency limits the number of simultaneous tech support calls to 50.
Which vectoring option provides the capability to limit the number of active calls and send the surplus to a busy treatment?

A) VDN counted calls
B) Activate on oldest call waiting
C) Target service level
D) expected Wait Time (EWT)

Solutions: