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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 Communication Manager SAT command provides a list of vectors that contain a specific variable?

A) list usage variable
B) Monitor variables
C) display variables
D) List trace variables

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

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

3. 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 defines which features an agent may access.
C) COS ensures that the most skilled agent receives calls first.
D) COS restricts the calls a user can make and receive.

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

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

5. Which Call Center package includes Expert Agent Selection (AES)?]

A) Call Center Standard
B) Call Center Elite
C) Call Center Introductory
D) Call Center Basic

Solutions: