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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:

Question 1

Which command is used to find the current CMS release?

A. pkginfo -p cm
B. pkginfo -r cms
C. pkginfo -x cms
D. pkginfo cms

Question 2

In an active non-Expert agent selection (AES) environment, what is each hunt group known as?

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

Question 3

Which two statements about scheduling backups with the Timetable feature are true?
(Choose two)

A. A Timetable can be scheduled using CMS Supervisor or ASCII CMS.
B. A Maintenance Backup Timetable is shipped with the CMS system but it is not scheduled.
C. A Timetable should be scheduled to perform a Maintenance backup when the CMS is feast b
D. Timetable can be used to schedule a LAN backup of the customer's data.
E. Timetable can be used to schedule a LAN backup of the customer's system.

Question 4

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

Question 5

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

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

Solutions: