Avaya 6201.1 Value Pack (Frequently Bought Together)

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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 customer has both BCMS and CMS at a contact center
What is the major difference that could affect call data?

A) BCMS records the call at the start of the call, and CMS records the call at the end.
B) CMS records the call at the start of the call, and BCMS records the calf at the end
C) BCMS will not collect data if the link to the CMS is down.
D) BCMS holds data longer than CMS

2. A customer has 4 ACDs created on the CMS and requests changes on the communication link settings for the ACD 1 How is this accomplished?

A) All changes are made in the CM using the change cam proc screen
B) cmssvc turn cms off but leave ids on, emssve switch setup; make needed changed to ACD 1
C) emssve change authorizations; make needed changes to authorization
D) cmssvc turn cms off but leave ids on; cm-save delete AC01; cmss create ACD1 with new options.

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

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

5. Which Contact Center feature uses advanced algorithms, predictive technology and customer objective to efficiently route calls to agents?

A) ASA-Average Speed of Answer
B) EWT- Expected Wait Time
C) Avaya Business Advocate
D) Percent in Service Level

Solutions: