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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) Collect digits
B) Route-to digits
C) Route-to number
D) Messaging skill
E) Converse-on skill

2. Far data to be available universally, the "measured Field in CM must be administered to which setting?

A) Measured: survivable
B) Measured: external
C) Measured: internal
D) Measured: both

3. Which two Communication Manager features does the VAL circuit pack support? (Choose two.)

A) Music-on-hold
B) Local Announcements
C) Integrated Announcements
D) Voice over IP

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

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

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

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

Solutions: