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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. Which three are settings for Vector Variables? (Choose three)

A) Assignment
B) Action
C) Length
D) Stop Position
E) Scope

2. Far a sales campaign, the customer created a new VDN 4000 with the names "Sales C".
when running in Avaya CMS supervisor, it does not show the VDN name, only the number.
What must be done to see the name in the report?

A) On the CMS cmssvc menu, display the authorizations to check if "Global Dictionary" is set.
B) In Avaya CMS Supervisor, refer to the Dictionary and assign the names to the new objects.
C) Refer to the system parameter feature in the Communication manager and activate
"Send names" in the reporting adjunct section.
D) In Avaya CMS Supervisor, refer to the User Permissions and assign read permissions to the user.

3. 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 VDN of Origin announcement before call is delivered
B) by the Skill whisper announcement before call: is delivered
C) by the telephone display (a = Originator Name to VDN)
D) by the flashing skill button on the telephone set

4. 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) Adjunct Routing
B) Variables in Vectors
C) Call Classification
D) Call Prompting

5. Click the Exhibit button.
The Quick Credit call center opened at 8 a.m. on the Friday, the day after a holiday By
8:30, the customer service line had received 6 customer complaints all1 stemming from calls to the center the day before. Callers complained that they received the "all agents are busy" recording but regardless how long they waited, were never answered.
What caused callers to be queued even though the Quick Credit call center was closed on the holiday?

A) An agent forgot to log out.
B) The Communication Manager was down.
C) The holiday was not administered in the holiday tablet
D) The holiday recording was not functioning properly.

Solutions: