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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 Call Center package includes Expert Agent Selection (AES)?]

A) Call Center Introductory
B) Call Center Standard
C) Call Center Basic
D) Call Center Elite

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

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

3. 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.

4. A customer has 4 ACDs created on the CMS and requests changes on the communication link settings for the ACD 1 How is this accomplished?

A) cmssvc turn cms off but leave ids on; cm-save delete AC01; cmss create ACD1 with new options.
B) cmssvc turn cms off but leave ids on, emssve switch setup; make needed changed to ACD 1
C) All changes are made in the CM using the change cam proc screen
D) emssve change authorizations; make needed changes to authorization

5. A technician has loaded Avaya Terminal Emulator on a customer's PC, and is trying to connect the CMS when it times out. A ping is tried, with no response.
What is a possible cause-of this problem?

A) The wrong version of Avaya Terminal Emulator has been loaded on the PC.
B) There is a firewall between the PC and the CMS.
C) Avaya Terminal Emulator did not load correctly and needs to be reloaded.
D) Avaya Terminal Emulator is being used on an unsupported operating system.

Solutions: