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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:

Question 1

A customer needs help with maintaining service level targets.
Which Advocate feature will make automated adjustments to overload settings?`

A. Vector Queuing Priorities
B. Service Objective
C. Dynamic Threshold Adjustment
D. Dynamic Percent Allocation

Question 2

To activate, which three options require an Avaya authorization password? (Choose three)

A. the number of users that can be administered in the CMS
B. simultaneous CMS Supervisor logins
C. the number of ACDs that the CMS system can monitor
D. features assigned to each user
E. the number of agents that the CMS can report on

Question 3

Which two Advocate features address the condition called the Supervisor Shuffle? (Choose two)

A. Reserve Agent
B. Vector queuing priority
C. Service Objective
D. Predicted Wait Time

Question 4

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

Question 5

Which communication manager option on the communication manager gives the customer call centre capabilities?

A. Expert Agent Selection (EAS)
B. Automatic Call Distribution (ACD)
C. Best Service Routing (BSR)
D. Least Occupied Agent (LOA)

Solutions: