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Avaya 6201.1 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Avaya Call Management System (CMS) Overview & Architecture | 20% | - Data collection and reporting principles - CMS installation and setup - CMS architecture and components |
| Avaya Aura Communication Manager Fundamentals | 25% | - Licensing and feature overview - System architecture and integration - SAT administration basics |
| Reporting & Performance Management | 15% | - Service level and agent performance analysis - Real-time and historical reporting - CMS Supervisor administration |
| Maintenance, Troubleshooting & Best Practices | 15% | - Backup, restore and system health checks - Common implementation issues and fixes - Diagnostic tools and log review |
| ACD, Call Routing & Vectoring | 25% | - Call treatment and routing logic - Vector programming and VDN configuration - ACD, hunt groups and skill assignment |
Avaya Contact Center on Avaya Aura(TM) Communication Manager and Avaya Call Management System Implementation Sample Questions:
Question #1
A technician integrates the customer's network and links the CM reference between CM and CMS is greater than 24 hours.
What can be done to fix the problem?
A. In. CMS, login as root and use the /cms/datesync command to sync the CMS and CM time.
B. Shutdown the CMS to the ak prompt level and adjust the BIOS time.
C. Run the script /cms/install/autotime to synchronize the Communication Manager's time to the CMS
D. From Solaris login as root and use the date command
Question #2
Which two Communication Manager features does the VAL circuit pack support? (Choose two.)
A. Voice over IP
B. Local Announcements
C. Integrated Announcements
D. Music-on-hold
Question #3
Which communication manager option on the communication manager gives the customer call centre capabilities?
A. Least Occupied Agent (LOA)
B. Best Service Routing (BSR)
C. Expert Agent Selection (EAS)
D. Automatic Call Distribution (ACD)
Question #4
What is the purpose of class of service (COS) administration of Contact Centre?
A. COS ensures that the most skilled agent receives calls first.
B. COS is used to restrict calls between incoming and outgoing trunk groups.
C. COS defines which features an agent may access.
D. COS restricts the calls a user can make and receive.
Question #5
Which Communication Manager SAT command provides a list of vectors that contain a specific variable?
A. display variables
B. list usage variable
C. List trace variables
D. Monitor variables
Solutions:
| Question #1 Correct Answer: D | Question #2 Correct Answer: C,D | Question #3 Correct Answer: D | Question #4 Correct Answer: C | Question #5 Correct Answer: B |
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