Avaya Contact Center on Avaya Aura(TM) Communication Manager and Avaya Call Management System Implementation : 6201.1

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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. 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 holiday was not administered in the holiday tablet
C) The holiday recording was not functioning properly.
D) The Communication Manager was down.

2. What is the term of an extension that routes calls to specific vector?

A) Routing Directory Number (RDN)
B) Vector Routing Number (VRN)
C) Vector Directory Number (VDN)
D) Hunt Group Number (HGN)

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) Activate on oldest call waiting
C) Target service level
D) VDN counted calls

4. Which three ways can be used to verify the CMS is collecting data from the Communication Manage? (Choose three)

A) From the CMS menu. Maintenance Connection Status shows a link operational.
B) The arrow an the CMS menu is up
C) The /cms/install/logdir/admin. log shows a link is operational.
D) The /cms/pbx/3cd<#>/spi.err shows calls being transmitted.
E) From the CMS menu, Maintenance: Error Log Report shows calls being transmitted

5. A company is migrating from R14 CMS with 3 ACDs to R16.1 CMS. They are not using ACD2 any more, so they are not planning to migrate it. Instead they want current ACD3 to be ACD2 on the new system.
How can they achieve this?

A) They need to involve Avaya Professional Services, as this can not be done with standard migration procedure.
B) They need to save each ACD to separate tapes and migrate them one by one to the appropriate ACD spaces.
C) They need to backup only the two ACDs they want to migrate. The migration procedure on the new system will place them automatically.
D) They need to set the ACD they want to migrate, to the ACD spare on the new system on the CMS migration form.

Solutions: