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Avaya 6201-1 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Avaya Call Management System Fundamentals | - CMS Configuration
|
| Topic 2: Maintenance and Troubleshooting | - System Support
|
| Topic 3: Avaya Aura Communication Manager Fundamentals | - Platform Architecture
|
| Topic 4: Contact Center Implementation | - Deployment and Configuration
|
| Topic 5: Reporting and Performance Management | - Monitoring Operations
|
| Topic 6: Call Routing and Vectoring | - Routing Configuration
|
Avaya Contact Center on Avaya Aura(TM) Communication Manager and Avaya Call Management System Implementation Sample Questions:
1. A home shaping company advertises special offers to shapers who place orders on Sundays. Sunday callers are routed a message that describes the special offer before the call is connected; to an agent to take the order. The vector contains a conditional step to test for the day of week (goto step 11 if D=1 (Sunday) and step 11 plays the special offer message).
Which Call Vectoring feature allows letters to be used as conditions or thresholds in many vector commands?
A) Variables in Vectors
B) Call Prompting
C) Call Classification
D) Adjunct Routing
2. What is the purpose of class of service (COS) administration of Contact Centre?
A) COS is used to restrict calls between incoming and outgoing trunk groups.
B) COS restricts the calls a user can make and receive.
C) COS defines which features an agent may access.
D) COS ensures that the most skilled agent receives calls first.
3. Which Call Center package includes Expert Agent Selection (AES)?]
A) Call Center Standard
B) Call Center Basic
C) Call Center Elite
D) Call Center Introductory
4. To configure the eri0 network device on CMS, which set of Solaris files, must be edited?
A) /net/eri0 and/net/netmasks
B) /cms/install/net use and /cms/install/netboo.eri0
C) /etc/hostname. Eri0 and /etc/netmasks
D) /dev/eri0 and /dev/hostname.eri0
5. A customer wants to optimize agent resources while also servicing calls in queue.
Which Advocate feature will meet this requirement? I
A) Dynamic Queue Position
B) Percent Allocation Distribution
C) Service Objective
D) Predicted Waft Time
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: C | Question # 3 Answer: C | Question # 4 Answer: C | Question # 5 Answer: C |
