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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 application or menu can be used for creating an ACD on CMS?

A) CMS-Supervisor
B) CMS-Terminal
C) cms svc
D) cms adm

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

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

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

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

5. 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 save each ACD to separate tapes and migrate them one by one to the appropriate ACD spaces.
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 set the ACD they want to migrate, to the ACD spare on the new system on the CMS migration form.

Solutions: