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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. In an active non-Expert agent selection (AES) environment, what is each hunt group known as?

A) Split
B) Skill
C) Vector
D) Agent

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

3. 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) Converse-on skill
B) Collect digits
C) Route-to number
D) Route-to digits
E) Messaging skill

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

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

5. Click the Exhibit button.
The Quick Credit call center opened at 8 a.m. on the Friday, the day after a holiday By
8:30, the customer service line had received 6 customer complaints all1 stemming from calls to the center the day before. Callers complained that they received the "all agents are busy" recording but regardless how long they waited, were never answered.
What caused callers to be queued even though the Quick Credit call center was closed on the holiday?

A) The holiday was not administered in the holiday tablet
B) The Communication Manager was down.
C) An agent forgot to log out.
D) The holiday recording was not functioning properly.

Solutions: