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

2. Which two Advocate features address the condition called the Supervisor Shuffle? (Choose two)

A) Predicted Wait Time
B) Service Objective
C) Vector queuing priority
D) Reserve Agent

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

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

4. The quick credit call center management has described to move to 24 hour support for same center operations. Because the standard practice has always been to start each vector with the same 5 steps to test for working hours, making the change will require modifying almost all of the vectors.
While making the changes, what can be done to make the future changes easier and more efficient?

A) Create vector subroutine that can be used in all vectors that have the same working hours
B) Change announcements for each skill to include working hours and advice callers to hang up if not calling during those hours.
C) Add vector variables to each vector to test for working hours.
D) Redesign the routing so all calls funnel through a signal vector

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

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

Solutions: