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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 two statements describe why CMS and BCMS reports reflect different data?
(Choose two)

A) BCMS receives data internally and stores data in a volatile switch memory.
B) BCMS is interval based and CMS is call based.
C) CMS resides on an external server and stores data on a hard disk, and-has much larger capacities and reporting capabilities.
D) Repeated use of vu-stats buttons will decrease the level of information in the BCMS internal data.

2. Agent 20042, a scenario mortgage specialist, is assigned 5 skills.
Which two ways can the agent identify the type of call that being delivered? (Choose two.)

A) by the telephone display (a = Originator Name to VDN)
B) by the flashing skill button on the telephone set
C) by the VDN of Origin announcement before call is delivered
D) by the Skill whisper announcement before call: is delivered

3. 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) Service Objective
C) Dynamic Queue Position
D) Dynamic Threshold Adjustment

4. What is the purpose of class of service (COS) administration of Contact Centre?

A) COS is used to restrict calls between incoming and outgoing trunk groups.
B) COS restricts the calls a user can make and receive.
C) COS defines which features an agent may access.
D) COS ensures that the most skilled agent receives calls first.

5. In an active non-Expert agent selection (AES) environment, what is each hunt group known as?

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

Solutions: