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

2. When connecting the service PC to S8800, the cable connects the System Management Ethernet connector port.
Which port is used when hooking the monitor to the CMS T5220?

A) NET MGT Port
B) XVR-300XB port
C) SER MGT Port
D) NET 1Port

3. 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 restricts the calls a user can make and receive.
C) COS defines which features an agent may access.
D) COS ensures that the most skilled agent receives calls first.

4. 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) Percent Allocation Distribution
C) Dynamic Queue Position
D) Predicted Waft Time

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) Service Objective
C) Dynamic Percent Allocation
D) Dynamic Threshold Adjustment

Solutions: