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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:

Question 1

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. In Avaya CMS Supervisor, refer to the User Permissions and assign read permissions to the user.
C. On the CMS cmssvc menu, display the authorizations to check if "Global Dictionary" is set.
D. Refer to the system parameter feature in the Communication manager and activate
"Send names" in the reporting adjunct section.

Question 2

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. Both the reporting adjunct the switch and the switch release in the CMS need to be updated
B. It is not necessary far either the reporting adjunct or the switch release to change.
C. Only the reporting adjunct in the switch needs to be changed to R16 CMS.
D. Only the switch release in the CMS needs to be changed to CM6.

Question 3

At the Quick Credit call center's new location, all agent telephone sets will be administered with the same button configuration.
Which method can the administrator use to quickly create the telephone sets?

A. Create a template telephone set and use the qcopy station xxxx CM SAT command
B. Create a template telephone set and use the duplicate station xxxx CM SAT command
C. Use the add station next CM SAT command to program each telephone set and assign buttons
D. Use CMS to perform the bulk administration of telephone sets and buttons.

Question 4

Agent 20042, a scenario mortgage specialist, is assigned 5 skills.
Which two ways can the agent identify the type of call that being delivered? (Choose two.)

A. by the Skill whisper announcement before call: is delivered
B. by the VDN of Origin announcement before call is delivered
C. by the telephone display (a = Originator Name to VDN)
D. by the flashing skill button on the telephone set

Question 5

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. The Communication Manager was down.
B. An agent forgot to log out.
C. The holiday was not administered in the holiday tablet
D. The holiday recording was not functioning properly.

Solutions: