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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 customer has both BCMS and CMS at a contact center
What is the major difference that could affect call data?

A) BCMS records the call at the start of the call, and CMS records the call at the end.
B) BCMS holds data longer than CMS
C) CMS records the call at the start of the call, and BCMS records the calf at the end
D) BCMS will not collect data if the link to the CMS is down.

2. Click the Exhibit button.

A customer's CMS link has been set up properly. After turning CMS on, the link does not come up. Based on the lines in /cms/pbx/acd1/spi.err, what is the cause for this issue?

A) CMS version is misconfigured on the system-parameters features form.
B) CM version is not matching CMS setup.
C) CMS version is not configured an the system-parameters features farm,
D) There is no network connection to CLAN.

3. Which Contact Center feature uses advanced algorithms, predictive technology and customer objective to efficiently route calls to agents?

A) ASA-Average Speed of Answer
B) EWT- Expected Wait Time
C) Avaya Business Advocate
D) Percent in Service Level

4. 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) Converse-on skill
C) Route-to number
D) Route-to digits
E) Messaging skill

5. What is the purpose of class of service (COS) administration of Contact Centre?

A) COS defines which features an agent may access.
B) COS is used to restrict calls between incoming and outgoing trunk groups.
C) COS restricts the calls a user can make and receive.
D) COS ensures that the most skilled agent receives calls first.

Solutions: