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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 communication manager option on the communication manager gives the customer call centre capabilities?

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

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

3. Which two statements about scheduling backups with the Timetable feature are true?
(Choose two)

A) A Maintenance Backup Timetable is shipped with the CMS system but it is not scheduled.
B) Timetable can be used to schedule a LAN backup of the customer's system.
C) A Timetable should be scheduled to perform a Maintenance backup when the CMS is feast b
D) Timetable can be used to schedule a LAN backup of the customer's data.
E) A Timetable can be scheduled using CMS Supervisor or ASCII CMS.

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

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) Dynamic Threshold Adjustment
D) Vector queuing priorities

Solutions: