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Avaya 6201-1 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Avaya Aura Communication Manager Core Concepts | - System architecture and components
|
| Integration and System Operations | - Avaya Aura integration components
|
| Avaya Call Management System (CMS) | - CMS administration and reporting
|
| Contact Center Implementation | - Call center configuration
|
Avaya Contact Center on Avaya Aura(TM) Communication Manager and Avaya Call Management System Implementation Sample Questions:
1. Which packet is needed to have skill available instead of hunt groups?
A) Elite with EAS
B) Silver
C) Standard with EAS
D) Premium
2. Which command is used to find the current CMS release?
A) pkginfo -x cms
B) pkginfo -p cm
C) pkginfo -r cms
D) pkginfo cms
3. 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) Add vector variables to each vector to test for working hours.
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) Redesign the routing so all calls funnel through a signal vector
4. A customer wants to optimize agent resources while also servicing calls in queue.
Which Advocate feature will meet this requirement? I
A) Percent Allocation Distribution
B) Service Objective
C) Dynamic Queue Position
D) Predicted Waft Time
5. In an active Expert Agent Selection (EAS) environment, what is each hunt group known as?
A) Agent
B) Skill
C) Vector
D) Split
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: A | Question # 3 Answer: B | Question # 4 Answer: B | Question # 5 Answer: B |
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