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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. What is the purpose of class of service (COS) administration of Contact Centre?

A) COS is used to restrict calls between incoming and outgoing trunk groups.
B) COS defines which features an agent may access.
C) COS ensures that the most skilled agent receives calls first.
D) COS restricts the calls a user can make and receive.

2. 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) Call Classification
B) Adjunct Routing
C) Call Prompting
D) Variables in Vectors

3. Which Communication Manager SAT command provides a list of vectors that contain a specific variable?

A) list usage variable
B) display variables
C) List trace variables
D) Monitor variables

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

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

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

Solutions: