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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. 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

2. A customer just upgraded their CMS to release R16 from release Rt4. The switch is release CM4 and is not going to be upgraded to CM 6 until next week When the switch is upgraded, what needs to happen before the link will come up using the CM6 protocol?

A) Only the reporting adjunct in the switch needs to be changed to R16 CMS.
B) Both the reporting adjunct the switch and the switch release in the CMS need to be updated
C) Only the switch release in the CMS needs to be changed to CM6.
D) It is not necessary far either the reporting adjunct or the switch release to change.

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

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

4. To configure the eri0 network device on CMS, which set of Solaris files, must be edited?

A) /net/eri0 and/net/netmasks
B) /dev/eri0 and /dev/hostname.eri0
C) /etc/hostname. Eri0 and /etc/netmasks
D) /cms/install/net use and /cms/install/netboo.eri0

5. 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; cm-save delete AC01; cmss create ACD1 with new options.
C) cmssvc turn cms off but leave ids on, emssve switch setup; make needed changed to ACD 1
D) emssve change authorizations; make needed changes to authorization

Solutions: