Avaya Avaya-Certification 6201-1

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Avaya Contact Center on Avaya Aura(TM) Communication Manager and Avaya Call Management System Implementation Sample Questions:

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

2. In an active Expert Agent Selection (EAS) environment, what is each hunt group known as?

A) Skill
B) Split
C) Vector
D) Agent

3. The customer has both BCMS and CMS at a contact center
What is the major difference that could affect call data?

A) BCMS holds data longer than CMS
B) CMS records the call at the start of the call, and BCMS records the calf at the end
C) BCMS records the call at the start of the call, and CMS records the call at the end.
D) BCMS will not collect data if the link to the CMS is down.

4. During implementation testing, the technician notices that the communication manager display events command shows number of entries for "Event type 30, No TTR available" upon further investigation the technician finds that the TTR has not yet been installed.
Which vector command failed (causing the Event Type 30) because there was no TTR?

A) collect-digits
B) converse-on
C) route-to-digits
D) queue-to

5. Which three ways can be used to verify the CMS is collecting data from the Communication Manage? (Choose three)

A) From the CMS menu, Maintenance: Error Log Report shows calls being transmitted
B) The /cms/pbx/3cd<#>/spi.err shows calls being transmitted.
C) The arrow an the CMS menu is up
D) From the CMS menu. Maintenance Connection Status shows a link operational.
E) The /cms/install/logdir/admin. log shows a link is operational.

Solutions:

Question # 1 Answer: B

Question # 2 Answer: A

Question # 3 Answer: C

Question # 4 Answer: A

Question # 5 Answer: C,D,E