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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

In an active non-Expert agent selection (AES) environment, what is each hunt group known as?

A. Split
B. Vector
C. Skill
D. Agent

Question 2

Which three are settings for Vector Variables? (Choose three)

A. Assignment
B. Length
C. Stop Position
D. Scope
E. Action

Question 3

The file that indicates link status has been checked. The link is down and will not come up.
The following message appears
PBX Configuration mismatch, Switch has: 100 agents 23 splits 10 trunks 5 trunk groups
*100 VDNs
What can be done to solve this problem?

A. Increase the number of VDNs on the Communication Manager
B. Increase the Free Space Allocation on the CMS
C. Increase the Data Storage Allocation on the CMS.
D. Increase the File System Partition size on the CMS.

Question 4

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

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

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

Solutions: