Avaya Contact Center on Avaya Aura(TM) Communication Manager and Avaya Call Management System Implementation Exam (6201.1) Free Practice Test

Question 1

Which Contact Center feature uses advanced algorithms, predictive technology and customer objective to efficiently route calls to agents?

A. EWT- Expected Wait Time

B. Avaya Business Advocate

C. Percent in Service Level

D. ASA-Average Speed of Answer

Correct Answer: B

Question 2

The customer has both BCMS and CMS at a contact center
What is the major difference that could affect call data?

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

B. BCMS holds data longer than CMS

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

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

Correct Answer: A

Question 3

After configuring a CMS system, which log file needs to he checked to verify set has completed successfully?

A. /var/log/cms_nstall.log

B. /var/adm/messages

C. /tmp/install.log

D. /cms/install/canfig.sog

E. /cms/install/logdir/adminlog

Correct Answer: E

Question 4

Which three ways can be used to verify the CMS is collecting data from the Communication Manage? (Choose three)

A. The /cms/pbx/3cd<#>/spi.err shows calls being transmitted.

B. The arrow an the CMS menu is up

C. The /cms/install/logdir/admin. log shows a link is operational.

D. From the CMS menu, Maintenance: Error Log Report shows calls being transmitted

E. From the CMS menu. Maintenance Connection Status shows a link operational.

Correct Answer: B,C,E

Question 5

Which Advocate feature allows a customer to prioritize calls queued to a single stall and deliver a tiered service level?

A. Dynamic Queue Position

B. Dynamic Threshold Adjustment

C. Service Objective

D. Vector queuing priorities

Correct Answer: D

Question 6

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

A. Vector

B. Agent

C. Split

D. Skill

Correct Answer: D

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