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Avaya 6201.1 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Avaya Call Management System Fundamentals | - CMS Configuration
|
| Call Routing and Vectoring | - Routing Configuration
|
| Maintenance and Troubleshooting | - System Support
|
| Avaya Aura Communication Manager Fundamentals | - Platform Architecture
|
| Reporting and Performance Management | - Monitoring Operations
|
| Contact Center Implementation | - Deployment and Configuration
|
Avaya Contact Center on Avaya Aura(TM) Communication Manager and Avaya Call Management System Implementation Sample Questions:
A small but growing software firm is currently subcontracting a call centre to answer its technical support calls. The contact with the agency limits the number of simultaneous tech support calls to 50.
Which vectoring option provides the capability to limit the number of active calls and send the surplus to a busy treatment?
- A. Activate on oldest call waiting
- B. VDN counted calls
- C. Target service level
- D. expected Wait Time (EWT)
Correct Answer: B 🗳️
A company is migrating from R14 CMS with 3 ACDs to R16.1 CMS. They are not using ACD2 any more, so they are not planning to migrate it. Instead they want current ACD3 to be ACD2 on the new system.
How can they achieve this?
- A. They need to involve Avaya Professional Services, as this can not be done with standard migration procedure.
- B. They need to set the ACD they want to migrate, to the ACD spare on the new system on the CMS migration form.
- C. They need to backup only the two ACDs they want to migrate. The migration procedure on the new system will place them automatically.
- D. They need to save each ACD to separate tapes and migrate them one by one to the appropriate ACD spaces.
Correct Answer: D 🗳️
How are feature packages, like External Call History or Forecasting, installed an a CMS system?
- A. Using cms svc menu, pkg_install option
- B. Using cms adm menu:, pkg_install option
- C. From Solaris shell as root by issuing 'pkgadd -d <package name>' command
- D. Using CMS main menu, System Setup menu, Package management option
Correct Answer: B 🗳️
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Given the use of default netmask, which set of IP addresses would be valid network address for two network cards in a CMS system?
- A. 192.168.2.3 192.168.2.2
- B. 135.9.86.54 135.9.86.58
- C. 135.9.86.54 192.168.2.2
- D. 135.9.86.54 135.9.56.56
Correct Answer: C 🗳️
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 🗳️
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