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

2. The file that indicates link status has been checked. The link is down and will not come up.
The following message appears
PBX Configuration mismatch, Switch has: 100 agents 23 splits 10 trunks 5 trunk groups
*100 VDNs
What can be done to solve this problem?

A) Increase the Free Space Allocation on the CMS
B) Increase the File System Partition size on the CMS.
C) Increase the Data Storage Allocation on the CMS.
D) Increase the number of VDNs on the Communication Manager

3. CMS Supervisor user forgot their password.
What must he do to reset a password in CMS?

A) Log in as a CMS administrative user and execute the paaswd command for that user.
B) Log in as root and execute the password command for that user.
C) Write permission to the System Setup feature and write permission to UNIX.
D) Perform a manual login from CMS Supervisor and execute the passwd command for that user.

4. Which two statements about CMS and CM connectivity are true? (Choose two)

A) If the switch uses a processor Ethernet instead of a CLAN card, it must use a direct connect to the CMS through a network.
B) The switch can have a direct-connect to the CMS
C) The switch and CMS can he connected through a network.
D) If the switch uses a CLAN card, the switch must be direct-connected to the CMS

5. 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) Create vector subroutine that can be used in all vectors that have the same working hours
B) Add vector variables to each vector to test for working hours.
C) Redesign the routing so all calls funnel through a signal vector
D) Change announcements for each skill to include working hours and advice callers to hang up if not calling during those hours.

Solutions: