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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. The quick credit call center management has described to move to 24 hour support for same center operations. Because the standard practice has always been to start each vector with the same 5 steps to test for working hours, making the change will require modifying almost all of the vectors.
While making the changes, what can be done to make the future changes easier and more efficient?

A) Redesign the routing so all calls funnel through a signal vector
B) Add vector variables to each vector to test for working hours.
C) Change announcements for each skill to include working hours and advice callers to hang up if not calling during those hours.
D) Create vector subroutine that can be used in all vectors that have the same working hours

2. Which packet is needed to have skill available instead of hunt groups?

A) Silver
B) Standard with EAS
C) Elite with EAS
D) Premium

3. 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) Create a template telephone set and use the qcopy station xxxx CM SAT command
C) Use the add station next CM SAT command to program each telephone set and assign buttons
D) Create a template telephone set and use the duplicate station xxxx CM SAT command

4. 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 holiday was not administered in the holiday tablet
B) The Communication Manager was down.
C) An agent forgot to log out.
D) The holiday recording was not functioning properly.

5. Click the Exhibit button.

A customer's CMS link has been set up properly. After turning CMS on, the link does not come up. Based on the lines in /cms/pbx/acd1/spi.err, what is the cause for this issue?

A) CMS version is misconfigured on the system-parameters features form.
B) CMS version is not configured an the system-parameters features farm,
C) CM version is not matching CMS setup.
D) There is no network connection to CLAN.

Solutions: