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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 three statements describe the benefits of Best Service Routing (BSR)? (Choose three.)

A) BSR follows a specified strategy far skill selection.
B) BSR improves agent utilization.
C) BSR decreases titer workload across sites.
D) BSR creates a virtualized pool of agent resources.
E) BSR balances and improves service across enterprise.

2. A company is migrating from R14 CMS with 3 ACDs to R16.1 CMS. They are not using ACD2 any more, so they are not planning to migrate it. Instead they want current ACD3 to be ACD2 on the new system.
How can they achieve this?

A) They need to involve Avaya Professional Services, as this can not be done with standard migration procedure.
B) They need to save each ACD to separate tapes and migrate them one by one to the appropriate ACD spaces.
C) They need to backup only the two ACDs they want to migrate. The migration procedure on the new system will place them automatically.
D) They need to set the ACD they want to migrate, to the ACD spare on the new system on the CMS migration form.

3. Which Advocate feature allows a customer to prioritize calls queued to a single stall and deliver a tiered service level?

A) Dynamic Queue Position
B) Vector queuing priorities
C) Dynamic Threshold Adjustment
D) Service Objective

4. CMS Supervisor user forgot their password.
What must he do to reset a password in CMS?

A) Perform a manual login from CMS Supervisor and execute the passwd command for that user.
B) Write permission to the System Setup feature and write permission to UNIX.
C) Log in as a CMS administrative user and execute the paaswd command for that user.
D) Log in as root and execute the password command for that user.

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) Vector Queuing Priorities
C) Dynamic Threshold Adjustment
D) Service Objective

Solutions: