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Avaya 6201-1 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Avaya Aura Communication Manager Fundamentals | 25% | - System architecture and integration - SAT administration basics - Licensing and feature overview |
| Topic 2: Reporting & Performance Management | 15% | - CMS Supervisor administration - Real-time and historical reporting - Service level and agent performance analysis |
| Topic 3: Avaya Call Management System (CMS) Overview & Architecture | 20% | - CMS architecture and components - Data collection and reporting principles - CMS installation and setup |
| Topic 4: Maintenance, Troubleshooting & Best Practices | 15% | - Common implementation issues and fixes - Backup, restore and system health checks - Diagnostic tools and log review |
| Topic 5: ACD, Call Routing & Vectoring | 25% | - Call treatment and routing logic - ACD, hunt groups and skill assignment - Vector programming and VDN configuration |
Avaya Contact Center on Avaya Aura(TM) Communication Manager and Avaya Call Management System Implementation Sample Questions:
1. 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 holds data longer than CMS
C) BCMS records the call at the start of the call, and CMS records the call at the end.
D) CMS records the call at the start of the call, and BCMS records the calf at the end
2. 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 telephone display (a = Originator Name to VDN)
B) by the VDN of Origin announcement before call is delivered
C) by the flashing skill button on the telephone set
D) by the Skill whisper announcement before call: is delivered
3. 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 archiver for ACD3 failed to run successfully.
B) The nightly backup was in contention far the nightly archiver for ACD3.
C) The nightly archivers far ACD1 and ACD2 have not complete yet.
D) The nightly archiver far ACD3 ran before the day ended and only archived part of the day.
4. What is the term of an extension that routes calls to specific vector?
A) Vector Directory Number (VDN)
B) Routing Directory Number (RDN)
C) Vector Routing Number (VRN)
D) Hunt Group Number (HGN)
5. Which two statements about scheduling backups with the Timetable feature are true?
(Choose two)
A) A Timetable should be scheduled to perform a Maintenance backup when the CMS is feast b
B) Timetable can be used to schedule a LAN backup of the customer's system.
C) A Timetable can be scheduled using CMS Supervisor or ASCII CMS.
D) Timetable can be used to schedule a LAN backup of the customer's data.
E) A Maintenance Backup Timetable is shipped with the CMS system but it is not scheduled.
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: A,B | Question # 3 Answer: D | Question # 4 Answer: A | Question # 5 Answer: A,E |
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