Avaya Avaya Certifications 6201.1 Questions & Answers

• Question 21:

  Which command is used to find the current CMS release?

  A. pkginfo-x cms

  B. pkginfo -p cm

  C. pkginfocms

  D. pkginfo -r cms

  Correct Answer: D

• Question 22:

  Which statement describes the two types of backups, CMSADM and Maintenance,that are onCMS system?

  A. MSAOM backup is backing up CMS Administratordatabase portion, while Maintenance backup holds the Historical Call Data of thecallcenter

  B. ADM backup includes all Solaris system files and installed programs except CMS database, while Maintenance backup carries CMS database content

  C. Maintenance backup is an incremental backup, while CMSADM is a full backup otherwisethere is no difference

  D. Tape backup is called CMSADM, while network backup is referred as Maintenance.

  Correct Answer: D

  The process of protecting data by writing the contents of the disk to a tape that canbe removed from the computer and stored safely. A spare copy of data or softwarethat you keep in case the original is damaged or lost. CMS provides three differenttypes of backups: CMSADM File System Backup, CMS Full Maintenance Backup,and CMS Incremental Maintenance Backup.)

• Question 23:

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

  A. BSR decreases titer workload across sites.

  B. BSR balances and improves service across enterprise.

  C. BSR improves agent utilization.

  D. BSR creates a virtualized pool of agent resources.

  E. BSR follows a specified strategy far skill selection.

  Correct Answer: BCE

  SHOULD BE B,C,E(Increased revenue,Lower costs, Improvedcustomersatisfaction, Increasedperformance andmore efficienttrunk usage, BSR's easyconfiguration, Improved agentproductivity, Increasedoperatingflexibility, easierstaffing andscheduling, Improved servicelevels)

• Question 24:

  Which three are settings for Vector Variables? (Choose three)

  A. Scope

  B. Length

  C. Stop Position

  D. Assignment

  E. Action

  Correct Answer: ABD

• Question 25:

  Which announcement type resides in a TN2501AP circuit pack, and supports recording locally from a telephone, or can use generated wayannouncement fifes?

  A. External

  B. Adjunct

  C. Local

  D. Integrated

  Correct Answer: D

  1.

  Ensure that the announcement administration is complete.

  You must assign a name to the file before you can record an announcement. Formore information, see

  Adding/changing/displaying or removing announcementextensions.

  2.

  If you are replacing a TN750C announcement circuit pack with the TN2501AP circuitpack or media gateway v VAL source:

  •

  Get a list and a description of the announcements that are stored on theTN750C circuit pack.

  •

  Rerecord the announcements on a computer or at a professional recordingstudio as .wav files (CCITT Law [pronounced “mu-Law”] or A-Law, 8-KHz,8-bit mono), so that the files are ready to transfer to the new announcementsource after the announcement source is installed and administered.

  3. If you replace an older TN750 announcement

• Question 26:

  Which Communication Manager SAT command provides alist ofvectors thatcontaina specific variable?

  A. Monitorvariables

  B. Listtrace variables

  C. displayvariables

  D. list usage variable

  Correct Answer: D

  (list usage button-type | digit-string | extension | holiday-table |hunt-group| ip- address | node-name | variables | vector)

• Question 27:

  At the Quick Credit call center's new location, all agent telephone sets will be administered with the same button configuration.

  Which method can the administrator use to quickly create the telephone sets?

  A. Use CMS to perform the bulk administration of telephone sets and buttons.

  B. Use the add station next CM SAT command to program each telephone set and assign buttons

  C. Create a template telephone set and use the duplicate station xxxx CM SAT command

  D. Create a template telephone set and use the qcopy stationxxxxCM SAT command

  Correct Answer: C

• Question 28:

  A small but growing software firm is currently subcontracting a call centre to answer itstechnicalsupport calls. The contact with the agency limits the number of simultaneous tech support calls to 50.

  Which vectoring option provides the capability to limit the number of active calls and sendthe surplus to a busy treatment?

  A. expected Wait Time (EWT)

  B. VDN counted calls

  C. Activate on oldest call waiting

  D. Targetservice level

  Correct Answer: D

  An incoming call to the switch with Call Vectoring enabled is first directed to aVector Directory Number (VDN). A VDN is an internal telephone number that, inturn, directs the call to a specific vector. The VDN represents the call type orcategory (for example: billing, customer service, and so on), and thus, it definesthe service desired by the caller. Multiple VDNs may point to the same or todifferent vectors, depending upon

• Question 29:

  A customer wants to optimize agent resources while also servicing calls inqueue. Which Advocate feature will meetthis requirement? I

  A. Percent Allocation Distribution

  B. Dynamic Queue Position

  C. Predicted Waft Time

  D. Service Objective

  Correct Answer: D

• Question 30:

  The customer has both BCMS and CMS at a contact center

  What is the major difference that could affect call data?

  A. CMS records the call at the start of the call, and BCMS records the calf at the end

  B. BCMS records the call at the start of the call, and CMS records the call at the end.

  C. BCMS will not collect data if the link to the CMS is down.

  D. BCMS holds data longer than CMS

  Correct Answer: B