Avaya Contact Center on Avaya Aura(TM) Communication Manager and Avaya Call Management System Implementation - 6201.1 FREE EXAM DUMPS QUESTIONS & ANSWERS]

Question 1

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

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

Discussion 0

Correct Answer: B Vote an answer

Question 2

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

Discussion 0

Correct Answer: C,D Vote an answer

Question 3

The customer has both BCMS and CMS at a contact center
What is the major difference that could affect call data?

A. BCMS will not collect data if the link to the CMS is down. B. BCMS records the call at the start of the call, and CMS records the call at the end. C. CMS records the call at the start of the call, and BCMS records the calf at the end D. BCMS holds data longer than CMS

Discussion 0

Correct Answer: B Vote an answer

Question 4

Which two statements about CMS and CM connectivity are true? (Choose two)

A. The switch can have a direct-connect to the CMS B. If the switch uses a CLAN card, the switch must be direct-connected to the CMS C. The switch and CMS can he connected through a network. D. If the switch uses a processor Ethernet instead of a CLAN card, it must use a direct connect to the CMS through a network.

Discussion 0

Correct Answer: B,C Vote an answer

Question 5

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

Discussion 0

Correct Answer: A,D Vote an answer

Explanation: Only visible for FreeCram members. You can sign-up / login (it's free).

Question 6

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

Discussion 0

Correct Answer: D Vote an answer