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. Which two statements describe why CMS and BCMS reports reflect different data?
(Choose two)

A) CMS resides on an external server and stores data on a hard disk, and-has much larger capacities and reporting capabilities.
B) Repeated use of vu-stats buttons will decrease the level of information in the BCMS internal data.
C) BCMS is interval based and CMS is call based.
D) BCMS receives data internally and stores data in a volatile switch memory.

2. A small but growing software firm is currently subcontracting a call centre to answer its technical support calls. The contact with the agency limits the number of simultaneous tech support calls to 50.
Which vectoring option provides the capability to limit the number of active calls and send the surplus to a busy treatment?

A) Activate on oldest call waiting
B) expected Wait Time (EWT)
C) VDN counted calls
D) Target service level

3. Click the Exhibit button.

A customer's CMS link has been set up properly. After turning CMS on, the link does not come up. Based on the lines in /cms/pbx/acd1/spi.err, what is the cause for this issue?

A) There is no network connection to CLAN.
B) CM version is not matching CMS setup.
C) CMS version is not configured an the system-parameters features farm,
D) CMS version is misconfigured on the system-parameters features form.

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

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

5. Agents in the Quick Credit call center often give customers there extension number when a return call is required. The main message instructs those who know their party's extension to enter it at any time.
Which two vector commands are used to route the call? (Choose two.)

A) Converse-on skill
B) Collect digits
C) Messaging skill
D) Route-to number
E) Route-to digits

Solutions: