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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 application or menu can be used for creating an ACD on CMS?

A) cms svc
B) CMS-Supervisor
C) cms adm
D) CMS-Terminal

2. A customer has 4 ACDs created on the CMS and requests changes on the communication link settings for the ACD 1 How is this accomplished?

A) All changes are made in the CM using the change cam proc screen
B) cmssvc turn cms off but leave ids on, emssve switch setup; make needed changed to ACD 1
C) cmssvc turn cms off but leave ids on; cm-save delete AC01; cmss create ACD1 with new options.
D) emssve change authorizations; make needed changes to authorization

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

4. Which three are settings for Vector Variables? (Choose three)

A) Length
B) Stop Position
C) Scope
D) Assignment
E) Action

5. 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 holiday recording was not functioning properly.
C) The Communication Manager was down.
D) An agent forgot to log out.

Solutions: