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Avaya 6201-1 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Avaya Call Management System (CMS) | - CMS architecture and connectivity - CMS administration and maintenance - ACD reporting and historical data |
| Topic 2: Avaya Aura Communication Manager Fundamentals | - System architecture and components - Administration and configuration basics - Call processing and routing |
| Topic 3: Contact Center Configuration | - Routing policies and call handling - Call distribution strategies (e.g., BSR) - Agent and skill administration |
| Topic 4: Integration and Troubleshooting | - Logging and system verification - Network and system diagnostics - CM and CMS connectivity setup |
Avaya Contact Center on Avaya Aura(TM) Communication Manager and Avaya Call Management System Implementation Sample Questions:
Which Call Center package includes Expert Agent Selection (AES)?]
- A. Call Center Standard
- B. Call Center Basic
- C. Call Center Elite
- D. Call Center Introductory
Correct Answer: C 🗳️
A home shaping company advertises special offers to shapers who place orders on Sundays. Sunday callers are routed a message that describes the special offer before the call is connected; to an agent to take the order. The vector contains a conditional step to test for the day of week (goto step 11 if D=1 (Sunday) and step 11 plays the special offer message).
Which Call Vectoring feature allows letters to be used as conditions or thresholds in many vector commands?
- A. Variables in Vectors
- B. Call Prompting
- C. Adjunct Routing
- D. Call Classification
Correct Answer: A 🗳️
Which announcement type resides in a TN2501AP circuit pack, and supports recording locally from a telephone, or can use generated way announcement fifes?
- A. Adjunct
- B. Local
- C. Integrated
- D. External
Correct Answer: C 🗳️
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A customer wants to optimize agent resources while also servicing calls in queue.
Which Advocate feature will meet this requirement? I
- A. Predicted Waft Time
- B. Dynamic Queue Position
- C. Percent Allocation Distribution
- D. Service Objective
Correct Answer: D 🗳️
Which three statements describe the benefits of Best Service Routing (BSR)? (Choose three.)
- A. BSR decreases titer workload across sites.
- B. BSR creates a virtualized pool of agent resources.
- C. BSR balances and improves service across enterprise.
- D. BSR follows a specified strategy far skill selection.
- E. BSR improves agent utilization.
Correct Answer: C,D,E 🗳️
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