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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. Which two statements describe why CMS and BCMS reports reflect different data?
(Choose two)

A) Repeated use of vu-stats buttons will decrease the level of information in the BCMS internal data.
B) CMS resides on an external server and stores data on a hard disk, and-has much larger capacities and reporting capabilities.
C) BCMS receives data internally and stores data in a volatile switch memory.
D) BCMS is interval based and CMS is call based.

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

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

3. 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) Service Objective
D) Dynamic Queue Position

4. Which three statements describe the benefits of Best Service Routing (BSR)? (Choose three.)

A) BSR creates a virtualized pool of agent resources.
B) BSR improves agent utilization.
C) BSR balances and improves service across enterprise.
D) BSR follows a specified strategy far skill selection.
E) BSR decreases titer workload across sites.

5. What is the term of an extension that routes calls to specific vector?

A) Routing Directory Number (RDN)
B) Vector Routing Number (VRN)
C) Vector Directory Number (VDN)
D) Hunt Group Number (HGN)

Solutions: