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Avaya 6201.1 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Contact Center Implementation | - Deployment and Configuration
|
| Topic 2: Avaya Aura Communication Manager Fundamentals | - Platform Architecture
|
| Topic 3: Maintenance and Troubleshooting | - System Support
|
| Topic 4: Call Routing and Vectoring | - Routing Configuration
|
| Topic 5: Reporting and Performance Management | - Monitoring Operations
|
| Topic 6: Avaya Call Management System Fundamentals | - CMS Configuration
|
Avaya Contact Center on Avaya Aura(TM) Communication Manager and Avaya Call Management System Implementation Sample Questions:
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 ensures that the most skilled agent receives calls first.
- C. COS restricts the calls a user can make and receive.
- D. COS defines which features an agent may access.
Correct Answer: D 🗳️
A customer has 3 ACDs on CMS. ACD1 is in the Eastern time zone; ACD2 is the central time zone, and ACD3 is the Pacific Time zone. The Master clack is in the Central time zone. The users look at a historical daily report for ACD3 and the total calls are less than the interval totals for the same skill and date.
Which statement describes why they do not match?
- A. The nightly archiver for ACD3 failed to run successfully.
- B. The nightly archiver far ACD3 ran before the day ended and only archived part of the day.
- C. The nightly archivers far ACD1 and ACD2 have not complete yet.
- D. The nightly backup was in contention far the nightly archiver for ACD3.
Correct Answer: B 🗳️
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 recording was not functioning properly.
- B. An agent forgot to log out.
- C. The Communication Manager was down.
- D. The holiday was not administered in the holiday tablet
Correct Answer: D 🗳️
When connecting the service PC to S8800, the cable connects the System Management Ethernet connector port.
Which port is used when hooking the monitor to the CMS T5220?
- A. NET MGT Port
- B. SER MGT Port
- C. XVR-300XB port
- D. NET 1Port
Correct Answer: B 🗳️
A customer just upgraded their CMS to release R16 from release Rt4. The switch is release CM4 and is not going to be upgraded to CM 6 until next week When the switch is upgraded, what needs to happen before the link will come up using the CM6 protocol?
- A. Only the switch release in the CMS needs to be changed to CM6.
- B. Both the reporting adjunct the switch and the switch release in the CMS need to be updated
- C. Only the reporting adjunct in the switch needs to be changed to R16 CMS.
- D. It is not necessary far either the reporting adjunct or the switch release to change.
Correct Answer: B 🗳️
