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Avaya 6201.1 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| ACD, Call Routing & Vectoring | 25% | - Vector programming and VDN configuration - ACD, hunt groups and skill assignment - Call treatment and routing logic |
| Reporting & Performance Management | 15% | - Real-time and historical reporting - Service level and agent performance analysis - CMS Supervisor administration |
| Avaya Aura Communication Manager Fundamentals | 25% | - System architecture and integration - Licensing and feature overview - SAT administration basics |
| Maintenance, Troubleshooting & Best Practices | 15% | - Common implementation issues and fixes - Backup, restore and system health checks - Diagnostic tools and log review |
| Avaya Call Management System (CMS) Overview & Architecture | 20% | - CMS installation and setup - CMS architecture and components - Data collection and reporting principles |
Avaya Contact Center on Avaya Aura(TM) Communication Manager and Avaya Call Management System Implementation Sample Questions:
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. Activate on oldest call waiting
- B. VDN counted calls
- C. Target service level
- D. expected Wait Time (EWT)
Correct Answer: B 🗳️
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. All changes are made in the CM using the change cam proc screen
- B. cmssvc turn cms off but leave ids on, emssve switch setup; make needed changed to ACD 1
- C. emssve change authorizations; make needed changes to authorization
- D. cmssvc turn cms off but leave ids on; cm-save delete AC01; cmss create ACD1 with new options.
Correct Answer: B 🗳️
Which program is a custom application on the CMS?
- A. High Availability Admin Sync
- B. Avaya Supervisor
- C. Avaya Visual Vectors Client
- D. Alarm Origination Manager
Correct Answer: D 🗳️
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Which Contact Center feature uses advanced algorithms, predictive technology and customer objective to efficiently route calls to agents?
- A. Avaya Business Advocate
- B. Percent in Service Level
- C. ASA-Average Speed of Answer
- D. EWT- Expected Wait Time
Correct Answer: A 🗳️
Which command is used to find the current CMS release?
- A. pkginfo -p cm
- B. pkginfo -r cms
- C. pkginfo cms
- D. pkginfo -x cms
Correct Answer: D 🗳️
