Avaya 6201-1 : Avaya Contact Center on Avaya Aura(TM) Communication Manager and Avaya Call Management System Implementation Exam

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Avaya Contact Center on Avaya Aura(TM) Communication Manager and Avaya Call Management System Implementation Sample Questions:

1. What is the term of an extension that routes calls to specific vector?

A) Vector Routing Number (VRN)
B) Routing Directory Number (RDN)
C) Hunt Group Number (HGN)
D) Vector Directory Number (VDN)

2. Which Advocate feature allows a customer to prioritize calls queued to a single stall and deliver a tiered service level?

A) Service Objective
B) Dynamic Threshold Adjustment
C) Dynamic Queue Position
D) Vector queuing priorities

3. At the Quick Credit call center's new location, all agent telephone sets will be administered with the same button configuration.
Which method can the administrator use to quickly create the telephone sets?

A) Use CMS to perform the bulk administration of telephone sets and buttons.
B) Create a template telephone set and use the qcopy station xxxx CM SAT command
C) Use the add station next CM SAT command to program each telephone set and assign buttons
D) Create a template telephone set and use the duplicate station xxxx CM SAT command

4. 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

5. 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 balances and improves service across enterprise.
D) BSR creates a virtualized pool of agent resources.
E) BSR follows a specified strategy far skill selection.

Solutions: