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Avaya 6201.1 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Avaya Contact Center Integration | - Contact center call flow design
|
| Avaya Aura Communication Manager Core Configuration | - Station and endpoint administration
|
| Avaya Call Management System (CMS) Implementation | - CMS architecture and data collection
|
Avaya Contact Center on Avaya Aura(TM) Communication Manager and Avaya Call Management System Implementation Sample Questions:
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 telephone display (a = Originator Name to VDN)
- B. by the VDN of Origin announcement before call is delivered
- C. by the Skill whisper announcement before call: is delivered
- D. by the flashing skill button on the telephone set
Explanation: Only visible for Actual4Exams members. You can sign-up / login (it's free).
Which Contact Center feature uses advanced algorithms, predictive technology and customer objective to efficiently route calls to agents?
- A. Avaya Business Advocate
- B. ASA-Average Speed of Answer
- C. EWT- Expected Wait Time
- D. Percent in Service Level
To activate, which three options require an Avaya authorization password? (Choose three)
- A. the number of users that can be administered in the CMS
- B. simultaneous CMS Supervisor logins
- C. the number of ACDs that the CMS system can monitor
- D. the number of agents that the CMS can report on
- E. features assigned to each user
Explanation: Only visible for Actual4Exams members. You can sign-up / login (it's free).
Which command is used to find the current CMS release?
- A. pkginfo cms
- B. pkginfo -x cms
- C. pkginfo -r cms
- D. pkginfo -p cm
A customer has 4 ACDs created on the CMS and requests changes on the communication link settings for the ACD 1 How is this accomplished?
- A. cmssvc turn cms off but leave ids on; cm-save delete AC01; cmss create ACD1 with new options.
- B. cmssvc turn cms off but leave ids on, emssve switch setup; make needed changed to ACD 1
- C. All changes are made in the CM using the change cam proc screen
- D. emssve change authorizations; make needed changes to authorization
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