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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:

Question 1

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 far ACD3 ran before the day ended and only archived part of the day.
B. The nightly archivers far ACD1 and ACD2 have not complete yet.
C. The nightly archiver for ACD3 failed to run successfully.
D. The nightly backup was in contention far the nightly archiver for ACD3.

Question 2

A technician integrates the customer's network and links the CM reference between CM and CMS is greater than 24 hours.
What can be done to fix the problem?

A. Shutdown the CMS to the ak prompt level and adjust the BIOS time.
B. From Solaris login as root and use the date command
C. Run the script /cms/install/autotime to synchronize the Communication Manager's time to the CMS
D. In. CMS, login as root and use the /cms/datesync command to sync the CMS and CM time.

Question 3

A customer wants to optimize agent resources while also servicing calls in queue.
Which Advocate feature will meet this requirement? I

A. Predicted Waft Time
B. Percent Allocation Distribution
C. Service Objective
D. Dynamic Queue Position

Question 4

A customer just upgraded their CMS to release R16 from release Rt4. The switch is release CM4 and is not going to be upgraded to CM 6 until next week When the switch is upgraded, what needs to happen before the link will come up using the CM6 protocol?

A. Both the reporting adjunct the switch and the switch release in the CMS need to be updated
B. Only the reporting adjunct in the switch needs to be changed to R16 CMS.
C. It is not necessary far either the reporting adjunct or the switch release to change.
D. Only the switch release in the CMS needs to be changed to CM6.

Question 5

In which communication method form is the Call Distribution Method (far example, Expert agent Distribution Last Occupied Agent)

A. VDN farm
B. Hunt Group farm
C. Agent Login ID farm
D. Vector farm

Solutions: