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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 packet is needed to have skill available instead of hunt groups?

A) Silver
B) Premium
C) Standard with EAS
D) Elite with EAS

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

3. How are feature packages, like External Call History or Forecasting, installed an a CMS system?

A) Using CMS main menu, System Setup menu, Package management option
B) From Solaris shell as root by issuing 'pkgadd -d <package name>' command
C) Using cms svc menu, pkg_install option
D) Using cms adm menu:, pkg_install option

4. The CMS has been checked and the link to the CM is down. The message shown in the log is "PBX switch mismatch. Check the switch setup".
What does this message mean?

A) The wrong CMS has been installed and the correct server needs to be ordered.
B) The wrong Communication Manager version on the CMS has been selected.
C) The wrong type of Communication Manager has been installed and the correct server will need to be ordered.
D) This message can be ignored as it is not the reason the link is down.

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

Solutions: