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

2. In which communication method form is the Call Distribution Method (far example, Expert agent Distribution Last Occupied Agent)

A) Hunt Group farm
B) Vector farm
C) Agent Login ID farm
D) VDN farm

3. 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) 100000
B) 500000
C) 10400
D) 15600

4. Which packet is needed to have skill available instead of hunt groups?

A) Elite with EAS
B) Silver
C) Standard with EAS
D) Premium

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

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

Solutions: