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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. A customer has purchased 5200 agent licenses and each agent has been assigned at least 3 skills.
Which two values would be a valid Data Storage Allocation entry for "Maximum agents lagged in"? (Choose two)

A) 500000
B) 15600
C) 100000
D) 10400

2. 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

3. In an active Expert Agent Selection (EAS) environment, what is each hunt group known as?

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

4. A home shaping company advertises special offers to shapers who place orders on Sundays. Sunday callers are routed a message that describes the special offer before the call is connected; to an agent to take the order. The vector contains a conditional step to test for the day of week (goto step 11 if D=1 (Sunday) and step 11 plays the special offer message).
Which Call Vectoring feature allows letters to be used as conditions or thresholds in many vector commands?

A) Call Prompting
B) Variables in Vectors
C) Call Classification
D) Adjunct Routing

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) Add vector variables to each vector to test for working hours.
B) Change announcements for each skill to include working hours and advice callers to hang up if not calling during those hours.
C) Redesign the routing so all calls funnel through a signal vector
D) Create vector subroutine that can be used in all vectors that have the same working hours

Solutions: