Avaya 6201-1 actual dump : Avaya Contact Center on Avaya Aura(TM) Communication Manager and Avaya Call Management System Implementation Exam

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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. 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) Collect digits
D) Converse-on skill
E) Messaging skill

2. Click the Exhibit button.
The Quick Credit call center opened at 8 a.m. on the Friday, the day after a holiday By
8:30, the customer service line had received 6 customer complaints all1 stemming from calls to the center the day before. Callers complained that they received the "all agents are busy" recording but regardless how long they waited, were never answered.
What caused callers to be queued even though the Quick Credit call center was closed on the holiday?

A) The holiday was not administered in the holiday tablet
B) The holiday recording was not functioning properly.
C) An agent forgot to log out.
D) The Communication Manager was down.

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

4. In which communication method form is the Call Distribution Method (far example, Expert agent Distribution Last Occupied Agent)

A) Vector farm
B) Agent Login ID farm
C) VDN farm
D) Hunt Group farm

5. A customer wants to optimize agent resources while also servicing calls in queue.
Which Advocate feature will meet this requirement? I

A) Predicted Waft Time
B) Dynamic Queue Position
C) Service Objective
D) Percent Allocation Distribution

Solutions: