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Avaya 6201.1 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Call Routing and Vectoring | - Routing Configuration
|
| Reporting and Performance Management | - Monitoring Operations
|
| Avaya Aura Communication Manager Fundamentals | - Platform Architecture
|
| Maintenance and Troubleshooting | - System Support
|
| Avaya Call Management System Fundamentals | - CMS Configuration
|
| Contact Center Implementation | - Deployment and Configuration
|
Avaya Contact Center on Avaya Aura(TM) Communication Manager and Avaya Call Management System Implementation Sample Questions:
In an active non-Expert agent selection (AES) environment, what is each hunt group known as?
- A. Skill
- B. Vector
- C. Agent
- D. Split
Correct Answer: D π³οΈ
Explanation: Only visible for RealValidExam members. You can sign-up / login (it's free).
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. Route-to digits
- B. Route-to number
- C. Converse-on skill
- D. Collect digits
- E. Messaging skill
Correct Answer: A,D π³οΈ
Which two Advocate features address the condition called the Supervisor Shuffle? (Choose two)
- A. Service Objective
- B. Vector queuing priority
- C. Predicted Wait Time
- D. Reserve Agent
Correct Answer: C,D π³οΈ
Explanation: Only visible for RealValidExam members. You can sign-up / login (it's free).
A company is migrating from R14 CMS with 3 ACDs to R16.1 CMS. They are not using ACD2 any more, so they are not planning to migrate it. Instead they want current ACD3 to be ACD2 on the new system.
How can they achieve this?
- A. They need to involve Avaya Professional Services, as this can not be done with standard migration procedure.
- B. They need to set the ACD they want to migrate, to the ACD spare on the new system on the CMS migration form.
- C. They need to backup only the two ACDs they want to migrate. The migration procedure on the new system will place them automatically.
- D. They need to save each ACD to separate tapes and migrate them one by one to the appropriate ACD spaces.
Correct Answer: D π³οΈ
Which Call Center package includes Expert Agent Selection (AES)?]
- A. Call Center Introductory
- B. Call Center Basic
- C. Call Center Elite
- D. Call Center Standard
Correct Answer: C π³οΈ
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