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Avaya 6201-1 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Reporting & Performance Management | 15% | - CMS Supervisor administration - Service level and agent performance analysis - Real-time and historical reporting |
| Topic 2: Avaya Call Management System (CMS) Overview & Architecture | 20% | - CMS architecture and components - CMS installation and setup - Data collection and reporting principles |
| Topic 3: Avaya Aura Communication Manager Fundamentals | 25% | - SAT administration basics - System architecture and integration - Licensing and feature overview |
| Topic 4: Maintenance, Troubleshooting & Best Practices | 15% | - Backup, restore and system health checks - Common implementation issues and fixes - Diagnostic tools and log review |
| Topic 5: ACD, Call Routing & Vectoring | 25% | - ACD, hunt groups and skill assignment - Call treatment and routing logic - Vector programming and VDN configuration |
Avaya Contact Center on Avaya Aura(TM) Communication Manager and Avaya Call Management System Implementation Sample Questions:
Which Call Center package includes Expert Agent Selection (AES)?]
- A. Call Center Basic
- B. Call Center Standard
- C. Call Center Introductory
- D. Call Center Elite
Correct Answer: D 🗳️
Which two statements describe why CMS and BCMS reports reflect different data?
(Choose two)
- A. Repeated use of vu-stats buttons will decrease the level of information in the BCMS internal data.
- B. BCMS is interval based and CMS is call based.
- C. CMS resides on an external server and stores data on a hard disk, and-has much larger capacities and reporting capabilities.
- D. BCMS receives data internally and stores data in a volatile switch memory.
Correct Answer: B,C 🗳️
Which two Communication Manager features does the VAL circuit pack support? (Choose two.)
- A. Music-on-hold
- B. Voice over IP
- C. Integrated Announcements
- D. Local Announcements
Correct Answer: A,C 🗳️
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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. EWT- Expected Wait Time
- C. ASA-Average Speed of Answer
- D. Percent in Service Level
Correct Answer: A 🗳️
Which Advocate feature allows a customer to prioritize calls queued to a single stall and deliver a tiered service level?
- A. Vector queuing priorities
- B. Service Objective
- C. Dynamic Threshold Adjustment
- D. Dynamic Queue Position
Correct Answer: A 🗳️
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