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

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

2. A small but growing software firm is currently subcontracting a call centre to answer its technical support calls. The contact with the agency limits the number of simultaneous tech support calls to 50.
Which vectoring option provides the capability to limit the number of active calls and send the surplus to a busy treatment?

A) Target service level
B) expected Wait Time (EWT)
C) Activate on oldest call waiting
D) VDN counted calls

3. Which communication manager option on the communication manager gives the customer call centre capabilities?

A) Best Service Routing (BSR)
B) Expert Agent Selection (EAS)
C) Automatic Call Distribution (ACD)
D) Least Occupied Agent (LOA)

4. In an active Expert Agent Selection (EAS) environment, what is each hunt group known as?

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

5. A technician has loaded Avaya Terminal Emulator on a customer's PC, and is trying to connect the CMS when it times out. A ping is tried, with no response.
What is a possible cause-of this problem?

A) Avaya Terminal Emulator did not load correctly and needs to be reloaded.
B) Avaya Terminal Emulator is being used on an unsupported operating system.
C) The wrong version of Avaya Terminal Emulator has been loaded on the PC.
D) There is a firewall between the PC and the CMS.

Solutions: