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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. How are feature packages, like External Call History or Forecasting, installed an a CMS system?

A) Using CMS main menu, System Setup menu, Package management option
B) Using cms svc menu, pkg_install option
C) From Solaris shell as root by issuing 'pkgadd -d <package name>' command
D) Using cms adm menu:, pkg_install option

2. Which application or menu can be used for creating an ACD on CMS?

A) cms adm
B) cms svc
C) CMS-Terminal
D) CMS-Supervisor

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

4. Click the exhibit button

A Miami based medical center is defining evacuation procedures for severe weather conditions The center has decided to plan for two types evacuations, major and minor During a minor evacuation; the center will staff only a few medical answer line agents to answer critical calls major evacuation the answer line will not be staffed instead of reaching a live agent, callers will receive a pre-recorded information In the example vector segment, what is represented by the E in steps 2 and 3?

A) E has a vector variable that is changed when an evacuation is required
B) E is assigned to a VDN that routes calls to an evacuation vector
C) E has been administered as a Feature Access Code
D) E is a standard vector code for evacuation

5. The customer has both BCMS and CMS at a contact center
What is the major difference that could affect call data?

A) BCMS records the call at the start of the call, and CMS records the call at the end.
B) CMS records the call at the start of the call, and BCMS records the calf at the end
C) BCMS holds data longer than CMS
D) BCMS will not collect data if the link to the CMS is down.

Solutions: