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

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

2. A customer needs help with maintaining service level targets.
Which Advocate feature will make automated adjustments to overload settings?`

A) Service Objective
B) Dynamic Threshold Adjustment
C) Dynamic Percent Allocation
D) Vector Queuing Priorities

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 File System Partition size on the CMS.
C) Increase the Free Space Allocation on the CMS
D) Increase the Data Storage Allocation on the CMS.

4. To activate, which three options require an Avaya authorization password? (Choose three)

A) the number of agents that the CMS can report on
B) the number of users that can be administered in the CMS
C) the number of ACDs that the CMS system can monitor
D) simultaneous CMS Supervisor logins
E) features assigned to each user

5. 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) Redesign the routing so all calls funnel through a signal vector
C) Change announcements for each skill to include working hours and advice callers to hang up if not calling during those hours.
D) Add vector variables to each vector to test for working hours.

Solutions: