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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. The file that indicates link status has been checked. The link is down and will not come up.
The following message appears
PBX Configuration mismatch, Switch has: 100 agents 23 splits 10 trunks 5 trunk groups
*100 VDNs
What can be done to solve this problem?

A) Increase the File System Partition size on the CMS.
B) Increase the number of VDNs on the Communication Manager
C) Increase the Data Storage Allocation on the CMS.
D) Increase the Free Space Allocation on the CMS

2. Click the Exhibit button.
The Quick Credit call center opened at 8 a.m. on the Friday, the day after a holiday By
8:30, the customer service line had received 6 customer complaints all1 stemming from calls to the center the day before. Callers complained that they received the "all agents are busy" recording but regardless how long they waited, were never answered.
What caused callers to be queued even though the Quick Credit call center was closed on the holiday?

A) The Communication Manager was down.
B) The holiday recording was not functioning properly.
C) An agent forgot to log out.
D) The holiday was not administered in the holiday tablet

3. A customer has purchased 5200 agent licenses and each agent has been assigned at least 3 skills.
Which two values would be a valid Data Storage Allocation entry for "Maximum agents lagged in"? (Choose two)

A) 10400
B) 100000
C) 15600
D) 500000

4. In an active Expert Agent Selection (EAS) environment, what is each hunt group known as?

A) Agent
B) Skill
C) Split
D) Vector

5. 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) CMS resides on an external server and stores data on a hard disk, and-has much larger capacities and reporting capabilities.
C) BCMS is interval based and CMS is call based.
D) Repeated use of vu-stats buttons will decrease the level of information in the BCMS internal data.

Solutions: