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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 application or menu can be used for creating an ACD on CMS?

A) cms adm
B) CMS-Supervisor
C) cms svc
D) CMS-Terminal

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

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

3. Click the exhibit button

A Miami based medical center is defining evacuation procedures for severe weather conditions The center has decided to plan for two types evacuations, major and minor During a minor evacuation; the center will staff only a few medical answer line agents to answer critical calls major evacuation the answer line will not be staffed instead of reaching a live agent, callers will receive a pre-recorded information In the example vector segment, what is represented by the E in steps 2 and 3?

A) E is a standard vector code for evacuation
B) E has a vector variable that is changed when an evacuation is required
C) E is assigned to a VDN that routes calls to an evacuation vector
D) E has been administered as a Feature Access Code

4. Which Call Center package includes Expert Agent Selection (AES)?]

A) Call Center Standard
B) Call Center Introductory
C) Call Center Elite
D) Call Center Basic

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

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

Solutions: