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

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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. Agent 20042, a scenario mortgage specialist, is assigned 5 skills.
Which two ways can the agent identify the type of call that being delivered? (Choose two.)

A) by the telephone display (a = Originator Name to VDN)
B) by the Skill whisper announcement before call: is delivered
C) by the flashing skill button on the telephone set
D) by the VDN of Origin announcement before call is delivered

2. Which three statements describe the benefits of Best Service Routing (BSR)? (Choose three.)

A) BSR improves agent utilization.
B) BSR decreases titer workload across sites.
C) BSR balances and improves service across enterprise.
D) BSR creates a virtualized pool of agent resources.
E) BSR follows a specified strategy far skill selection.

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

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

4. A technician integrates the customer's network and links the CM reference between CM and CMS is greater than 24 hours.
What can be done to fix the problem?

A) From Solaris login as root and use the date command
B) Run the script /cms/install/autotime to synchronize the Communication Manager's time to the CMS
C) Shutdown the CMS to the ak prompt level and adjust the BIOS time.
D) In. CMS, login as root and use the /cms/datesync command to sync the CMS and CM time.

5. Which Communication Manager SAT command provides a list of vectors that contain a specific variable?

A) display variables
B) List trace variables
C) Monitor variables
D) list usage variable

Solutions: