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Avaya 6201.1 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Avaya Contact Center Integration | - Integration with Aura components
|
| Avaya Call Management System (CMS) Implementation | - ACD reporting and analytics
|
| Avaya Aura Communication Manager Core Configuration | - System architecture and call processing
|
Avaya Contact Center on Avaya Aura(TM) Communication Manager and Avaya Call Management System Implementation Sample Questions:
A technician has loaded Avaya Terminal Emulator on a customer's PC, and is trying to connect the CMS when it times out. A ping is tried, with no response.
What is a possible cause-of this problem?
- A. Avaya Terminal Emulator is being used on an unsupported operating system.
- B. Avaya Terminal Emulator did not load correctly and needs to be reloaded.
- C. The wrong version of Avaya Terminal Emulator has been loaded on the PC.
- D. There is a firewall between the PC and the CMS.
Correct Answer: D 🗳️
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 qcopy station xxxx CM SAT command
- B. Use CMS to perform the bulk administration of telephone sets and buttons.
- C. Create a template telephone set and use the duplicate station xxxx CM SAT command
- D. Use the add station next CM SAT command to program each telephone set and assign buttons
Correct Answer: C 🗳️
Agents in the Quick Credit call center often give customers there extension number when a return call is required. The main message instructs those who know their party's extension to enter it at any time.
Which two vector commands are used to route the call? (Choose two.)
- A. Route-to digits
- B. Collect digits
- C. Route-to number
- D. Converse-on skill
- E. Messaging skill
Correct Answer: A,B 🗳️
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. Redesign the routing so all calls funnel through a signal vector
- B. Change announcements for each skill to include working hours and advice callers to hang up if not calling during those hours.
- C. Create vector subroutine that can be used in all vectors that have the same working hours
- D. Add vector variables to each vector to test for working hours.
Correct Answer: C 🗳️
A customer has purchased 5200 agent licenses and each agent has been assigned at least 3 skills.
Which two values would be a valid Data Storage Allocation entry for "Maximum agents lagged in"? (Choose two)
- A. 100000
- B. 500000
- C. 10400
- D. 15600
Correct Answer: A,D 🗳️
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