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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. 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) From Solaris login as root and use the date command
B) In. CMS, login as root and use the /cms/datesync command to sync the CMS and CM time.
C) Shutdown the CMS to the ak prompt level and adjust the BIOS time.
D) Run the script /cms/install/autotime to synchronize the Communication Manager's time to 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 was not administered in the holiday tablet
C) An agent forgot to log out.
D) The holiday recording was not functioning properly.

3. The CMS has been checked and the link to the CM is down. The message shown in the log is "PBX switch mismatch. Check the switch 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) This message can be ignored as it is not the reason the link is down.
C) The wrong Communication Manager version on the CMS has been selected.
D) The wrong CMS has been installed and the correct server needs to be ordered.

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

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

5. How are feature packages, like External Call History or Forecasting, installed an a CMS system?

A) From Solaris shell as root by issuing 'pkgadd -d <package name>' command
B) Using CMS main menu, System Setup menu, Package management option
C) Using cms svc menu, pkg_install option
D) Using cms adm menu:, pkg_install option

Solutions: