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Avaya 6201.1 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Maintenance and Troubleshooting | 15% | - Backup, restore, and system health - Diagnostic tools and log analysis - Common implementation issues and fixes |
| Avaya Aura Communication Manager | 25% | - Platform architecture and licensing - Integration with CMS - ACD and EAS configuration |
| Avaya Call Management System (CMS) Fundamentals | 20% | - System administration and data collection - CMS architecture and components - Installation and configuration |
| Call Routing and Vectoring | 20% | - Skill levels and routing strategies - Vector programming and VDN configuration - Call treatment and queuing logic |
| Reporting and Performance Management | 20% | - Real-time and historical reporting - Agent, split, and service level metrics - Data verification and validation |
Avaya Contact Center on Avaya Aura(TM) Communication Manager and Avaya Call Management System Implementation Sample Questions:
What is the term of an extension that routes calls to specific vector?
- A. Routing Directory Number (RDN)
- B. Vector Routing Number (VRN)
- C. Vector Directory Number (VDN)
- D. Hunt Group Number (HGN)
Correct Answer: C 🗳️
To activate, which three options require an Avaya authorization password? (Choose three)
- A. the number of users that can be administered in the CMS
- B. simultaneous CMS Supervisor logins
- C. features assigned to each user
- D. the number of agents that the CMS can report on
- E. the number of ACDs that the CMS system can monitor
Correct Answer: B,D,E 🗳️
Explanation: Only visible for Prep4away members. You can sign-up / login (it's free).
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. Target service level
- B. VDN counted calls
- C. Activate on oldest call waiting
- D. expected Wait Time (EWT)
Correct Answer: B 🗳️
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. From Solaris login as root and use the date command
- C. Run the script /cms/install/autotime to synchronize the Communication Manager's time to the CMS
- D. Shutdown the CMS to the ak prompt level and adjust the BIOS time.
Correct Answer: B 🗳️
Explanation: Only visible for Prep4away members. You can sign-up / login (it's free).
In which communication method form is the Call Distribution Method (far example, Expert agent Distribution Last Occupied Agent)
- A. Hunt Group farm
- B. Vector farm
- C. Agent Login ID farm
- D. VDN farm
Correct Answer: D 🗳️
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