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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. A customer has purchased 5200 agent licenses and each agent has been assigned at least 3 skills.
Which two values would be a valid Data Storage Allocation entry for "Maximum agents lagged in"? (Choose two)

A) 500000
B) 15600
C) 10400
D) 100000

2. Which application or menu can be used for creating an ACD on CMS?

A) cms adm
B) cms svc
C) CMS-Terminal
D) CMS-Supervisor

3. How are feature packages, like External Call History or Forecasting, installed an a CMS system?

A) From Solaris shell as root by issuing 'pkgadd -d <package name>' command
B) Using cms svc menu, pkg_install option
C) Using cms adm menu:, pkg_install option
D) Using CMS main menu, System Setup menu, Package management option

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

A) BCMS holds data longer than CMS
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 records the call at the start of the call, and CMS records the call at the end.

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

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

Solutions: