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Avaya 6201.1 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Avaya Contact Center Integration | - Contact center call flow design
|
| Avaya Aura Communication Manager Core Configuration | - Station and endpoint administration
|
| Avaya Call Management System (CMS) Implementation | - CMS architecture and data collection
|
Avaya Contact Center on Avaya Aura(TM) Communication Manager and Avaya Call Management System Implementation Sample Questions:
1. Agent 20042, a scenario mortgage specialist, is assigned 5 skills.
Which two ways can the agent identify the type of call that being delivered? (Choose two.)
A) by the telephone display (a = Originator Name to VDN)
B) by the VDN of Origin announcement before call is delivered
C) by the Skill whisper announcement before call: is delivered
D) by the flashing skill button on the telephone set
2. Which Contact Center feature uses advanced algorithms, predictive technology and customer objective to efficiently route calls to agents?
A) Avaya Business Advocate
B) ASA-Average Speed of Answer
C) EWT- Expected Wait Time
D) Percent in Service Level
3. To activate, which three options require an Avaya authorization password? (Choose three)
A) the number of users that can be administered in the CMS
B) simultaneous CMS Supervisor logins
C) the number of ACDs that the CMS system can monitor
D) the number of agents that the CMS can report on
E) features assigned to each user
4. Which command is used to find the current CMS release?
A) pkginfo cms
B) pkginfo -x cms
C) pkginfo -r cms
D) pkginfo -p cm
5. A customer has 4 ACDs created on the CMS and requests changes on the communication link settings for the ACD 1 How is this accomplished?
A) cmssvc turn cms off but leave ids on; cm-save delete AC01; cmss create ACD1 with new options.
B) cmssvc turn cms off but leave ids on, emssve switch setup; make needed changed to ACD 1
C) All changes are made in the CM using the change cam proc screen
D) emssve change authorizations; make needed changes to authorization
Solutions:
| Question # 1 Answer: A,B | Question # 2 Answer: A | Question # 3 Answer: B,C,D | Question # 4 Answer: B | Question # 5 Answer: B |
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