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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. Agent 20042, a scenario mortgage specialist, is assigned 5 skills.
Which two ways can the agent identify the type of call that being delivered? (Choose two.)

A) by the VDN of Origin announcement before call is delivered
B) by the telephone display (a = Originator Name to VDN)
C) by the flashing skill button on the telephone set
D) by the Skill whisper announcement before call: is delivered

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

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

3. Which statement describes the two types of backups, CMSADM and Maintenance, that are on CMS system?

A) MSAOM backup is backing up CMS Administrator database portion, while Maintenance backup holds the Historical Call Data of the call center
B) Maintenance backup is an incremental backup, while CMSADM is a full backup otherwise there is no difference
C) Tape backup is called CMSADM, while network backup is referred as Maintenance.
D) ADM backup includes all Solaris system files and installed programs except CMS database, while Maintenance backup carries CMS database content

4. Which application or menu can be used for creating an ACD on CMS?

A) CMS-Supervisor
B) CMS-Terminal
C) cms svc
D) cms adm

5. Which Contact Center feature uses advanced algorithms, predictive technology and customer objective to efficiently route calls to agents?

A) Avaya Business Advocate
B) Percent in Service Level
C) ASA-Average Speed of Answer
D) EWT- Expected Wait Time

Solutions: