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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. Click the Exhibit button.
The Quick Credit call center opened at 8 a.m. on the Friday, the day after a holiday By
8:30, the customer service line had received 6 customer complaints all1 stemming from calls to the center the day before. Callers complained that they received the "all agents are busy" recording but regardless how long they waited, were never answered.
What caused callers to be queued even though the Quick Credit call center was closed on the holiday?

A) The holiday recording was not functioning properly.
B) The holiday was not administered in the holiday tablet
C) An agent forgot to log out.
D) The Communication Manager was down.

2. Far a sales campaign, the customer created a new VDN 4000 with the names "Sales C".
when running in Avaya CMS supervisor, it does not show the VDN name, only the number.
What must be done to see the name in the report?

A) Refer to the system parameter feature in the Communication manager and activate
"Send names" in the reporting adjunct section.
B) In Avaya CMS Supervisor, refer to the User Permissions and assign read permissions to the user.
C) On the CMS cmssvc menu, display the authorizations to check if "Global Dictionary" is set.
D) In Avaya CMS Supervisor, refer to the Dictionary and assign the names to the new objects.

3. After configuring a CMS system, which log file needs to he checked to verify set has completed successfully?

A) /cms/install/logdir/adminlog
B) /tmp/install.log
C) /cms/install/canfig.sog
D) /var/adm/messages
E) /var/log/cms_nstall.log

4. A customer needs help with maintaining service level targets.
Which Advocate feature will make automated adjustments to overload settings?`

A) Dynamic Threshold Adjustment
B) Vector Queuing Priorities
C) Dynamic Percent Allocation
D) Service Objective

5. Which statement describes the two types of backups, CMSADM and Maintenance, that are on CMS system?

A) MSAOM backup is backing up CMS Administrator database portion, while Maintenance backup holds the Historical Call Data of the call center
B) Maintenance backup is an incremental backup, while CMSADM is a full backup otherwise there is no difference
C) ADM backup includes all Solaris system files and installed programs except CMS database, while Maintenance backup carries CMS database content
D) Tape backup is called CMSADM, while network backup is referred as Maintenance.

Solutions: