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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. Click the exhibit button

A Miami based medical center is defining evacuation procedures for severe weather conditions The center has decided to plan for two types evacuations, major and minor During a minor evacuation; the center will staff only a few medical answer line agents to answer critical calls major evacuation the answer line will not be staffed instead of reaching a live agent, callers will receive a pre-recorded information In the example vector segment, what is represented by the E in steps 2 and 3?

A) E is a standard vector code for evacuation
B) E has been administered as a Feature Access Code
C) E has a vector variable that is changed when an evacuation is required
D) E is assigned to a VDN that routes calls to an evacuation vector

2. Which communication manager option on the communication manager gives the customer call centre capabilities?

A) Least Occupied Agent (LOA)
B) Best Service Routing (BSR)
C) Automatic Call Distribution (ACD)
D) Expert Agent Selection (EAS)

3. At the Quick Credit call center's new location, all agent telephone sets will be administered with the same button configuration.
Which method can the administrator use to quickly create the telephone sets?

A) Create a template telephone set and use the duplicate station xxxx CM SAT command
B) Create a template telephone set and use the qcopy station xxxx CM SAT command
C) Use CMS to perform the bulk administration of telephone sets and buttons.
D) Use the add station next CM SAT command to program each telephone set and assign buttons

4. Which statement describes the two types of backups, CMSADM and Maintenance, that are on CMS system?

A) MSAOM backup is backing up CMS Administrator database portion, while Maintenance backup holds the Historical Call Data of the call center
B) ADM backup includes all Solaris system files and installed programs except CMS database, while Maintenance backup carries CMS database content
C) Maintenance backup is an incremental backup, while CMSADM is a full backup otherwise there is no difference
D) Tape backup is called CMSADM, while network backup is referred as Maintenance.

5. 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) Call Classification
C) Adjunct Routing
D) Variables in Vectors

Solutions: