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

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

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

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

3. Which application or menu can be used for creating an ACD on CMS?

A) CMS-Supervisor
B) CMS-Terminal
C) cms svc
D) cms adm

4. Which two Advocate features address the condition called the Supervisor Shuffle? (Choose two)

A) Vector queuing priority
B) Service Objective
C) Reserve Agent
D) Predicted Wait Time

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

Solutions: