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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:

Question 1

Agents in the Quick Credit call center often give customers there extension number when a return call is required. The main message instructs those who know their party's extension to enter it at any time.
Which two vector commands are used to route the call? (Choose two.)

A. Messaging skill
B. Route-to digits
C. Converse-on skill
D. Collect digits
E. Route-to number

Question 2

A customer wants to optimize agent resources while also servicing calls in queue.
Which Advocate feature will meet this requirement? I

A. Service Objective
B. Dynamic Queue Position
C. Percent Allocation Distribution
D. Predicted Waft Time

Question 3

The CMS has been checked and the link to the CM is down. The message shown in the log is "PBX switch mismatch. Check the switch setup".
What does this message mean?

A. The wrong Communication Manager version on the CMS has been selected.
B. The wrong type of Communication Manager has been installed and the correct server will need to be ordered.
C. This message can be ignored as it is not the reason the link is down.
D. The wrong CMS has been installed and the correct server needs to be ordered.

Question 4

Which three statements describe the benefits of Best Service Routing (BSR)? (Choose three.)

A. BSR creates a virtualized pool of agent resources.
B. BSR follows a specified strategy far skill selection.
C. BSR balances and improves service across enterprise.
D. BSR improves agent utilization.
E. BSR decreases titer workload across sites.

Question 5

A customer needs help with maintaining service level targets.
Which Advocate feature will make automated adjustments to overload settings?`

A. Dynamic Percent Allocation
B. Service Objective
C. Vector Queuing Priorities
D. Dynamic Threshold Adjustment

Solutions: