Avaya Avaya Certifications 6201.1 Questions & Answers

• Question 31:

  Agents in the Quick Creditcall center often give customers there extension number when a return call is required. The main message instructsthose who know their party's extension to enteritat any time.

  Which two vectorcommandsare used to route the call? (Choose two.)

  A. Collect digits

  B. Messaging skill

  C. Route-tonumber

  D. Route-todigits

  E. Converse-on skill

  Correct Answer: AD

• Question 32:

  The CMS has been checked and the link tothe CM is down. The message shownin the log is "PBX switch mismatch. Checktheswitch setup".

  What does this message mean?

  A. The wrong type of Communication Manager has been installed and the correct server will need to be ordered.

  B. The wrong Communication Manager version on the CMS has beenselected.

  C. The wrong CMS has been installed and the correct server needs to beordered.

  D. This message can be ignored as it is not the reason the link is down.

  Correct Answer: C

  SHOULD BE C (l The wrong cms package instance is used then correct server needs to be ordered.)

• Question 33:

  What is the purpose of class of service (COS) administration of Contact Centre?

  A. COS ensures that the most skilled agent receivescallsfirst.

  B. COS isused to restrict calls between incoming and outgoing trunk groups.

  C. COS restricts the calls a user can make and receive.

  D. COS defines which features an agent may access.

  Correct Answer: D

• Question 34:

  Which Advocate feature allows a customer toprioritizecalls queued to a single stall and deliver a tieredservice level?

  A. Vector queuing priorities

  B. Dynamic Threshold Adjustment

  C. Dynamic Queue Position

  D. Service Objective

  Correct Answer: A

• Question 35:

  Which program is a custom application on the CMS?

  A. Avaya Visual Vectors Client

  B. Avaya Supervisor

  C. Alarm Origination Manager

  D. High Availability Admin Sync

  Correct Answer: C

  CMS customers can use Alarm Admin to view the list of current active AOMalarms.

• Question 36:

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

  A. Call Center Basic

  B. Call Center Elite

  C. Call Center Standard

  D. Call Center Introductory

  Correct Answer: B

• Question 37:

  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. Log in as a CMS administrative user and execute the paaswd command for that user.

  C. Write permission to the System Setup feature and write permission toUNIX.

  D. Log in as root and execute the password command for that user.

  Correct Answer: D

• Question 38:

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

  A. Agent Login ID farm

  B. Hunt Group farm

  C. VDN farm

  D. Vector farm

  Correct Answer: C

• Question 39:

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

  A. Agent

  B. Skill

  C. Split

  D. Vector

  Correct Answer: B

  SHOULD BE B(INHunt Group ScreenIf EAS is enabled, the Skill? and Vector? fields must be set toy.)

• Question 40:

  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; cmsscreate ACD1 with new options.

  B. All changes are made inthe CM using the change cam proc screen

  C. cmssvcturn cms off but leave idson,emssve switch setup; make needed changed to ACD 1

  D. emssve change authorizations; make needed changes to authorization

  Correct Answer: C