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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: ACD, Call Routing & Vectoring | 25% | - ACD, hunt groups and skill assignment - Call treatment and routing logic - Vector programming and VDN configuration |
| Topic 5: Maintenance, Troubleshooting & Best Practices | 15% | - Backup, restore and system health checks - Common implementation issues and fixes - Diagnostic tools and log review |
Avaya Contact Center on Avaya Aura(TM) Communication Manager and Avaya Call Management System Implementation Sample Questions:
1. 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
2. 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.
3. 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
4. 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
5. 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
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: B,C | Question # 3 Answer: A,C | Question # 4 Answer: A | Question # 5 Answer: A |
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