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Avaya 6201-1 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Integration and Troubleshooting | - CM and CMS connectivity setup - Network and system diagnostics - Logging and system verification |
| Contact Center Configuration | - Call distribution strategies (e.g., BSR) - Routing policies and call handling - Agent and skill administration |
| Avaya Call Management System (CMS) | - ACD reporting and historical data - CMS architecture and connectivity - CMS administration and maintenance |
| Avaya Aura Communication Manager Fundamentals | - Administration and configuration basics - System architecture and components - Call processing and routing |
Avaya Contact Center on Avaya Aura(TM) Communication Manager and Avaya Call Management System Implementation Sample Questions:
Which Call Center package includes Expert Agent Selection (AES)?]
- A. Call Center Basic
- B. Call Center Standard
- C. Call Center Introductory
- D. Call Center Elite
A customer just upgraded their CMS to release R16 from release Rt4. The switch is release CM4 and is not going to be upgraded to CM 6 until next week When the switch is upgraded, what needs to happen before the link will come up using the CM6 protocol?
- A. Only the switch release in the CMS needs to be changed to CM6.
- B. Only the reporting adjunct in the switch needs to be changed to R16 CMS.
- C. Both the reporting adjunct the switch and the switch release in the CMS need to be updated
- D. It is not necessary far either the reporting adjunct or the switch release to change.
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. In Avaya CMS Supervisor, refer to the Dictionary and assign the names to the new objects.
- B. Refer to the system parameter feature in the Communication manager and activate
"Send names" in the reporting adjunct section. - C. In Avaya CMS Supervisor, refer to the User Permissions and assign read permissions to the user.
- D. On the CMS cmssvc menu, display the authorizations to check if "Global Dictionary" is set.
Explanation: Only visible for CertkingdomPDF members. You can sign-up / login (it's free).
Which Advocate feature allows a customer to prioritize calls queued to a single stall and deliver a tiered service level?
- A. Service Objective
- B. Dynamic Queue Position
- C. Dynamic Threshold Adjustment
- D. Vector queuing priorities
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 recording was not functioning properly.
- D. The holiday was not administered in the holiday tablet
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