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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: Avaya Call Management System Fundamentals | - CMS Configuration
|
| Topic 5: Contact Center Implementation | - Deployment and Configuration
|
| Topic 6: Reporting and Performance Management | - Monitoring Operations
|
Avaya Contact Center on Avaya Aura(TM) Communication Manager and Avaya Call Management System Implementation Sample Questions:
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 holds data longer than CMS
- C. BCMS will not collect data if the link to the CMS is down.
- D. CMS records the call at the start of the call, and BCMS records the calf at the end
Correct Answer: A 🗳️
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 archivers far ACD1 and ACD2 have not complete yet.
- B. The nightly backup was in contention far the nightly archiver for ACD3.
- C. The nightly archiver for ACD3 failed to run successfully.
- D. The nightly archiver far ACD3 ran before the day ended and only archived part of the day.
Correct Answer: D 🗳️
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. route-to-digits
- B. queue-to
- C. converse-on
- D. collect-digits
Correct Answer: D 🗳️
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. Call Classification
- D. Variables in Vectors
Correct Answer: D 🗳️
In an active Expert Agent Selection (EAS) environment, what is each hunt group known as?
- A. Vector
- B. Split
- C. Skill
- D. Agent
Correct Answer: C 🗳️
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