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Avaya 6201.1 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Avaya Aura Communication Manager Fundamentals | - Platform Architecture
|
| Topic 2: Call Routing and Vectoring | - Routing Configuration
|
| Topic 3: Maintenance and Troubleshooting | - System Support
|
| Topic 4: Reporting and Performance Management | - Monitoring Operations
|
| Topic 5: Avaya Call Management System Fundamentals | - CMS Configuration
|
| Topic 6: Contact Center Implementation | - Deployment and Configuration
|
Avaya Contact Center on Avaya Aura(TM) Communication Manager and Avaya Call Management System Implementation Sample Questions:
1. During implementation testing, the technician notices that the communication manager display events command shows number of entries for "Event type 30, No TTR available" upon further investigation the technician finds that the TTR has not yet been installed.
Which vector command failed (causing the Event Type 30) because there was no TTR?
A) queue-to
B) collect-digits
C) converse-on
D) route-to-digits
2. Which communication manager option on the communication manager gives the customer call centre capabilities?
A) Expert Agent Selection (EAS)
B) Best Service Routing (BSR)
C) Least Occupied Agent (LOA)
D) Automatic Call Distribution (ACD)
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 statements about scheduling backups with the Timetable feature are true?
(Choose two)
A) A Timetable should be scheduled to perform a Maintenance backup when the CMS is feast b
B) Timetable can be used to schedule a LAN backup of the customer's system.
C) A Timetable can be scheduled using CMS Supervisor or ASCII CMS.
D) Timetable can be used to schedule a LAN backup of the customer's data.
E) A Maintenance Backup Timetable is shipped with the CMS system but it is not scheduled.
5. 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) Create vector subroutine that can be used in all vectors that have the same 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) Add vector variables to each vector to test for working hours.
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: D | Question # 3 Answer: C | Question # 4 Answer: A,E | Question # 5 Answer: B |
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