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Avaya 6201.1 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Contact Center Configuration | - Routing policies and call handling - Agent and skill administration - Call distribution strategies (e.g., BSR) |
| Integration and Troubleshooting | - Logging and system verification - Network and system diagnostics - CM and CMS connectivity setup |
| Avaya Call Management System (CMS) | - ACD reporting and historical data - CMS administration and maintenance - CMS architecture and connectivity |
| Avaya Aura Communication Manager Fundamentals | - System architecture and components - Administration and configuration basics - Call processing and routing |
Avaya Contact Center on Avaya Aura(TM) Communication Manager and Avaya Call Management System Implementation Sample Questions:
Which two Communication Manager features does the VAL circuit pack support? (Choose two.)
- A. Local Announcements
- B. Integrated Announcements
- C. Music-on-hold
- D. Voice over IP
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A home shaping company advertises special offers to shapers who place orders on Sundays. Sunday callers are routed a message that describes the special offer before the call is connected; to an agent to take the order. The vector contains a conditional step to test for the day of week (goto step 11 if D=1 (Sunday) and step 11 plays the special offer message).
Which Call Vectoring feature allows letters to be used as conditions or thresholds in many vector commands?
- A. Variables in Vectors
- B. Call Classification
- C. Call Prompting
- D. Adjunct Routing
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. Avaya Terminal Emulator is being used on an unsupported operating system.
- B. Avaya Terminal Emulator did not load correctly and needs to be reloaded.
- C. There is a firewall between the PC and the CMS.
- D. The wrong version of Avaya Terminal Emulator has been loaded on the PC.
Which two statements about CMS and CM connectivity are true? (Choose two)
- A. If the switch uses a processor Ethernet instead of a CLAN card, it must use a direct connect to the CMS through a network.
- B. If the switch uses a CLAN card, the switch must be direct-connected to the CMS
- C. The switch can have a direct-connect to the CMS
- D. The switch and CMS can he connected through a network.
When connecting the service PC to S8800, the cable connects the System Management Ethernet connector port.
Which port is used when hooking the monitor to the CMS T5220?
- A. XVR-300XB port
- B. SER MGT Port
- C. NET 1Port
- D. NET MGT Port
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