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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. A technician has loaded Avaya Terminal Emulator on a customer's PC, and is trying to connect the CMS when it times out. A ping is tried, with no response.
What is a possible cause-of this problem?

A) The wrong version of Avaya Terminal Emulator has been loaded on the PC.
B) Avaya Terminal Emulator is being used on an unsupported operating system.
C) Avaya Terminal Emulator did not load correctly and needs to be reloaded.
D) There is a firewall between the PC and the CMS.

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

3. Which communication manager option on the communication manager gives the customer call centre capabilities?

A) Automatic Call Distribution (ACD)
B) Best Service Routing (BSR)
C) Expert Agent Selection (EAS)
D) Least Occupied Agent (LOA)

4. After configuring a CMS system, which log file needs to he checked to verify set has completed successfully?

A) /var/log/cms_nstall.log
B) /cms/install/logdir/adminlog
C) /tmp/install.log
D) /var/adm/messages
E) /cms/install/canfig.sog

5. The quick credit call center management has described to move to 24 hour support for same center operations. Because the standard practice has always been to start each vector with the same 5 steps to test for working hours, making the change will require modifying almost all of the vectors.
While making the changes, what can be done to make the future changes easier and more efficient?

A) Redesign the routing so all calls funnel through a signal vector
B) Create vector subroutine that can be used in all vectors that have the same working hours
C) Change announcements for each skill to include working hours and advice callers to hang up if not calling during those hours.
D) Add vector variables to each vector to test for working hours.

Solutions: