Avaya-Certification 6201-1

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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. Agent 20042, a scenario mortgage specialist, is assigned 5 skills.
Which two ways can the agent identify the type of call that being delivered? (Choose two.)

A) by the VDN of Origin announcement before call is delivered
B) by the telephone display (a = Originator Name to VDN)
C) by the flashing skill button on the telephone set
D) by the Skill whisper announcement before call: is delivered

2. CMS Supervisor user forgot their password.
What must he do to reset a password in CMS?

A) Log in as root and execute the password command for that user.
B) Write permission to the System Setup feature and write permission to UNIX.
C) Log in as a CMS administrative user and execute the paaswd command for that user.
D) Perform a manual login from CMS Supervisor and execute the passwd command for that user.

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

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

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

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

5. What is the purpose of class of service (COS) administration of Contact Centre?

A) COS is used to restrict calls between incoming and outgoing trunk groups.
B) COS restricts the calls a user can make and receive.
C) COS defines which features an agent may access.
D) COS ensures that the most skilled agent receives calls first.

Solutions: