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

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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 purpose of class of service (COS) administration of Contact Centre?

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

2. 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) Avaya Business Advocate
C) Percent in Service Level
D) EWT- Expected Wait Time

3. 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)

4. How are feature packages, like External Call History or Forecasting, installed an a CMS system?

A) Using cms svc menu, pkg_install option
B) Using cms adm menu:, pkg_install option
C) Using CMS main menu, System Setup menu, Package management option
D) From Solaris shell as root by issuing 'pkgadd -d <package name>' command

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

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

Solutions: