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Avaya 6201.1 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Avaya Aura Communication Manager Fundamentals | - System architecture and components - Administration and configuration basics - Call processing and routing |
| Topic 2: Contact Center Configuration | - Agent and skill administration - Routing policies and call handling - Call distribution strategies (e.g., BSR) |
| Topic 3: Avaya Call Management System (CMS) | - CMS architecture and connectivity - CMS administration and maintenance - ACD reporting and historical data |
| Topic 4: Integration and Troubleshooting | - CM and CMS connectivity setup - Network and system diagnostics - Logging and system verification |
Avaya Contact Center on Avaya Aura(TM) Communication Manager and Avaya Call Management System Implementation Sample Questions:
Question 1
The quick credit call center management has described to move to 24 hour support for same center operations. Because the standard practice has always been to start each vector with the same 5 steps to test for working hours, making the change will require modifying almost all of the vectors.
While making the changes, what can be done to make the future changes easier and more efficient?
A. Redesign the routing so all calls funnel through a signal vector
B. Add vector variables to each vector to test for working hours.
C. Create vector subroutine that can be used in all vectors that have the same working hours
D. Change announcements for each skill to include working hours and advice callers to hang up if not calling during those hours.
Question 2
Which three ways can be used to verify the CMS is collecting data from the Communication Manage? (Choose three)
A. The /cms/install/logdir/admin. log shows a link is operational.
B. The arrow an the CMS menu is up
C. The /cms/pbx/3cd<#>/spi.err shows calls being transmitted.
D. From the CMS menu, Maintenance: Error Log Report shows calls being transmitted
E. From the CMS menu. Maintenance Connection Status shows a link operational.
Question 3
Far data to be available universally, the "measured Field in CM must be administered to which setting?
A. Measured: external
B. Measured: survivable
C. Measured: both
D. Measured: internal
Question 4
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 Skill whisper announcement before call: is delivered
D. by the flashing skill button on the telephone set
Question 5
How are feature packages, like External Call History or Forecasting, installed an a CMS system?
A. From Solaris shell as root by issuing 'pkgadd -d <package name>' command
B. Using CMS main menu, System Setup menu, Package management option
C. Using cms adm menu:, pkg_install option
D. Using cms svc menu, pkg_install option
Solutions:
| Question 1 Answer: C | Question 2 Answer: A,B,E | Question 3 Answer: C | Question 4 Answer: A,B | Question 5 Answer: C |
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