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Avaya 6201-1 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Contact Center Implementation | - Call center configuration
|
| Topic 2: Avaya Call Management System (CMS) | - CMS administration and reporting
|
| Topic 3: Integration and System Operations | - Avaya Aura integration components
|
| Topic 4: Avaya Aura Communication Manager Core Concepts | - System architecture and components
|
Avaya Contact Center on Avaya Aura(TM) Communication Manager and Avaya Call Management System Implementation Sample Questions:
A customer has 3 ACDs on CMS. ACD1 is in the Eastern time zone; ACD2 is the central time zone, and ACD3 is the Pacific Time zone. The Master clack is in the Central time zone. The users look at a historical daily report for ACD3 and the total calls are less than the interval totals for the same skill and date.
Which statement describes why they do not match?
- A. The nightly archiver for ACD3 failed to run successfully.
- B. The nightly archiver far ACD3 ran before the day ended and only archived part of the day.
- C. The nightly archivers far ACD1 and ACD2 have not complete yet.
- D. The nightly backup was in contention far the nightly archiver for ACD3.
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. Predicted Waft Time
- D. Dynamic Queue Position
To configure the eri0 network device on CMS, which set of Solaris files, must be edited?
- A. /net/eri0 and/net/netmasks
- B. /etc/hostname. Eri0 and /etc/netmasks
- C. /cms/install/net use and /cms/install/netboo.eri0
- D. /dev/eri0 and /dev/hostname.eri0
At the Quick Credit call center's new location, all agent telephone sets will be administered with the same button configuration.
Which method can the administrator use to quickly create the telephone sets?
- A. Create a template telephone set and use the duplicate station xxxx CM SAT command
- B. Use the add station next CM SAT command to program each telephone set and assign buttons
- C. Use CMS to perform the bulk administration of telephone sets and buttons.
- D. Create a template telephone set and use the qcopy station xxxx CM SAT command
Which application or menu can be used for creating an ACD on CMS?
- A. cms adm
- B. CMS-Supervisor
- C. CMS-Terminal
- D. cms svc
