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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. Which Call Center package includes Expert Agent Selection (AES)?]

A) Call Center Basic
B) Call Center Elite
C) Call Center Standard
D) Call Center Introductory

2. Click the exhibit button

A Miami based medical center is defining evacuation procedures for severe weather conditions The center has decided to plan for two types evacuations, major and minor During a minor evacuation; the center will staff only a few medical answer line agents to answer critical calls major evacuation the answer line will not be staffed instead of reaching a live agent, callers will receive a pre-recorded information In the example vector segment, what is represented by the E in steps 2 and 3?

A) E has a vector variable that is changed when an evacuation is required
B) E has been administered as a Feature Access Code
C) E is assigned to a VDN that routes calls to an evacuation vector
D) E is a standard vector code for evacuation

3. A customer just upgraded their CMS to release R16 from release Rt4. The switch is release CM4 and is not going to be upgraded to CM 6 until next week When the switch is upgraded, what needs to happen before the link will come up using the CM6 protocol?

A) Both the reporting adjunct the switch and the switch release in the CMS need to be updated
B) It is not necessary far either the reporting adjunct or the switch release to change.
C) Only the switch release in the CMS needs to be changed to CM6.
D) Only the reporting adjunct in the switch needs to be changed to R16 CMS.

4. Which three statements describe the benefits of Best Service Routing (BSR)? (Choose three.)

A) BSR balances and improves service across enterprise.
B) BSR decreases titer workload across sites.
C) BSR improves agent utilization.
D) BSR follows a specified strategy far skill selection.
E) BSR creates a virtualized pool of agent resources.

5. Agent 20042, a scenario mortgage specialist, is assigned 5 skills.
Which two ways can the agent identify the type of call that being delivered? (Choose two.)

A) by the telephone display (a = Originator Name to VDN)
B) by the Skill whisper announcement before call: is delivered
C) by the VDN of Origin announcement before call is delivered
D) by the flashing skill button on the telephone set

Solutions: