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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. 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) Call Prompting
B) Adjunct Routing
C) Variables in Vectors
D) Call Classification

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

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

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

4. Which two Communication Manager features does the VAL circuit pack support? (Choose two.)

A) Integrated Announcements
B) Voice over IP
C) Music-on-hold
D) Local Announcements

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

A) /tmp/install.log
B) /cms/install/logdir/adminlog
C) /var/adm/messages
D) /var/log/cms_nstall.log
E) /cms/install/canfig.sog

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