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

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

2. Which program is a custom application on the CMS?

A) Alarm Origination Manager
B) High Availability Admin Sync
C) Avaya Visual Vectors Client
D) Avaya Supervisor

3. A technician integrates the customer's network and links the CM reference between CM and CMS is greater than 24 hours.
What can be done to fix the problem?

A) From Solaris login as root and use the date command
B) In. CMS, login as root and use the /cms/datesync command to sync the CMS and CM time.
C) Run the script /cms/install/autotime to synchronize the Communication Manager's time to the CMS
D) Shutdown the CMS to the ak prompt level and adjust the BIOS time.

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 decreases titer workload across sites.
D) BSR balances and improves service across enterprise.
E) BSR improves agent utilization.

5. 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

Solutions: