Avaya Contact Center on Avaya Aura(TM) Communication Manager and Avaya Call Management System Implementation : 6201.1

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

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

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

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

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

4. After configuring a CMS system, which log file needs to he checked to verify set has completed successfully?

A) /cms/install/canfig.sog
B) /var/adm/messages
C) /cms/install/logdir/adminlog
D) /tmp/install.log
E) /var/log/cms_nstall.log

5. A small but growing software firm is currently subcontracting a call centre to answer its technical support calls. The contact with the agency limits the number of simultaneous tech support calls to 50.
Which vectoring option provides the capability to limit the number of active calls and send the surplus to a busy treatment?

A) expected Wait Time (EWT)
B) Activate on oldest call waiting
C) Target service level
D) VDN counted calls

Solutions: