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

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

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

3. 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

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

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

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

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

Solutions: