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

2. Which Advocate feature allows a customer to prioritize calls queued to a single stall and deliver a tiered service level?

A) Vector queuing priorities
B) Dynamic Queue Position
C) Dynamic Threshold Adjustment
D) Service Objective

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

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

4. Far a sales campaign, the customer created a new VDN 4000 with the names "Sales C".
when running in Avaya CMS supervisor, it does not show the VDN name, only the number.
What must be done to see the name in the report?

A) In Avaya CMS Supervisor, refer to the User Permissions and assign read permissions to the user.
B) On the CMS cmssvc menu, display the authorizations to check if "Global Dictionary" is set.
C) In Avaya CMS Supervisor, refer to the Dictionary and assign the names to the new objects.
D) Refer to the system parameter feature in the Communication manager and activate
"Send names" in the reporting adjunct section.

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

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

Solutions: