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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 two Communication Manager features does the VAL circuit pack support? (Choose two.)

A) Music-on-hold
B) Voice over IP
C) Local Announcements
D) Integrated Announcements

2. Which two statements describe why CMS and BCMS reports reflect different data?
(Choose two)

A) CMS resides on an external server and stores data on a hard disk, and-has much larger capacities and reporting capabilities.
B) BCMS receives data internally and stores data in a volatile switch memory.
C) BCMS is interval based and CMS is call based.
D) Repeated use of vu-stats buttons will decrease the level of information in the BCMS internal data.

3. 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

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

5. 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) Vector queuing priorities
D) Dynamic Threshold Adjustment

Solutions: