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

2. Which communication manager option on the communication manager gives the customer call centre capabilities?

A) Least Occupied Agent (LOA)
B) Expert Agent Selection (EAS)
C) Automatic Call Distribution (ACD)
D) Best Service Routing (BSR)

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

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

4. 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 set the ACD they want to migrate, to the ACD spare on the new system on the CMS migration form.
B) They need to involve Avaya Professional Services, as this can not be done with standard migration procedure.
C) They need to save each ACD to separate tapes and migrate them one by one to the appropriate ACD spaces.
D) They need to backup only the two ACDs they want to migrate. The migration procedure on the new system will place them automatically.

5. A customer has 3 ACDs on CMS. ACD1 is in the Eastern time zone; ACD2 is the central time zone, and ACD3 is the Pacific Time zone. The Master clack is in the Central time zone. The users look at a historical daily report for ACD3 and the total calls are less than the interval totals for the same skill and date.
Which statement describes why they do not match?

A) The nightly archiver for ACD3 failed to run successfully.
B) The nightly backup was in contention far the nightly archiver for ACD3.
C) The nightly archiver far ACD3 ran before the day ended and only archived part of the day.
D) The nightly archivers far ACD1 and ACD2 have not complete yet.

Solutions: