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

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

2. 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 Classification
C) Adjunct Routing
D) Call Prompting

3. Which statement describes the two types of backups, CMSADM and Maintenance, that are on CMS system?

A) Maintenance backup is an incremental backup, while CMSADM is a full backup otherwise there is no difference
B) Tape backup is called CMSADM, while network backup is referred as Maintenance.
C) MSAOM backup is backing up CMS Administrator database portion, while Maintenance backup holds the Historical Call Data of the call center
D) ADM backup includes all Solaris system files and installed programs except CMS database, while Maintenance backup carries CMS database content

4. Which program is a custom application on the CMS?

A) Alarm Origination Manager
B) Avaya Supervisor
C) Avaya Visual Vectors Client
D) High Availability Admin Sync

5. 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 will not collect data if the link to the CMS is down.
C) CMS records the call at the start of the call, and BCMS records the calf at the end
D) BCMS holds data longer than CMS

Solutions: