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Avaya 6201-1 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Avaya Contact Center Integration | - Integration with Aura components
|
| Topic 2: Avaya Call Management System (CMS) Implementation | - ACD reporting and analytics
|
| Topic 3: Avaya Aura Communication Manager Core Configuration | - Station and endpoint administration
|
Avaya Contact Center on Avaya Aura(TM) Communication Manager and Avaya Call Management System Implementation Sample Questions:
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 digits
- C. Converse-on skill
- D. Messaging skill
- E. Route-to number
Correct Answer: A,B 🗳️
In an active Expert Agent Selection (EAS) environment, what is each hunt group known as?
- A. Split
- B. Agent
- C. Vector
- D. Skill
Correct Answer: D 🗳️
Explanation: Only visible for Test4Engine members. You can sign-up / login (it's free).
A customer needs help with maintaining service level targets.
Which Advocate feature will make automated adjustments to overload settings?`
- A. Service Objective
- B. Vector Queuing Priorities
- C. Dynamic Threshold Adjustment
- D. Dynamic Percent Allocation
Correct Answer: C 🗳️
A company is migrating from R14 CMS with 3 ACDs to R16.1 CMS. They are not using ACD2 any more, so they are not planning to migrate it. Instead they want current ACD3 to be ACD2 on the new system.
How can they achieve this?
- A. They need to save each ACD to separate tapes and migrate them one by one to the appropriate ACD spaces.
- B. They need to set the ACD they want to migrate, to the ACD spare on the new system on the CMS migration form.
- C. They need to involve Avaya Professional Services, as this can not be done with standard migration procedure.
- D. They need to backup only the two ACDs they want to migrate. The migration procedure on the new system will place them automatically.
Correct Answer: A 🗳️
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)
Correct Answer: A 🗳️
