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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. The CMS has been checked and the link to the CM is down. The message shown in the log is "PBX switch mismatch. Check the switch setup".
What does this message mean?

A) The wrong type of Communication Manager has been installed and the correct server will need to be ordered.
B) The wrong CMS has been installed and the correct server needs to be ordered.
C) This message can be ignored as it is not the reason the link is down.
D) The wrong Communication Manager version on the CMS has been selected.

2. 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) Predicted Waft Time
C) Service Objective
D) Dynamic Queue Position

3. A small but growing software firm is currently subcontracting a call centre to answer its technical support calls. The contact with the agency limits the number of simultaneous tech support calls to 50.
Which vectoring option provides the capability to limit the number of active calls and send the surplus to a busy treatment?

A) expected Wait Time (EWT)
B) Target service level
C) VDN counted calls
D) Activate on oldest call waiting

4. Which communication manager option on the communication manager gives the customer call centre capabilities?

A) Automatic Call Distribution (ACD)
B) Expert Agent Selection (EAS)
C) Least Occupied Agent (LOA)
D) Best Service Routing (BSR)

5. Which program is a custom application on the CMS?

A) Avaya Supervisor
B) Avaya Visual Vectors Client
C) Alarm Origination Manager
D) High Availability Admin Sync

Solutions: