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Avaya 6201.1 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| ACD, Call Routing & Vectoring | 25% | - Vector programming and VDN configuration - ACD, hunt groups and skill assignment - Call treatment and routing logic |
| Maintenance, Troubleshooting & Best Practices | 15% | - Diagnostic tools and log review - Backup, restore and system health checks - Common implementation issues and fixes |
| Reporting & Performance Management | 15% | - Service level and agent performance analysis - CMS Supervisor administration - Real-time and historical reporting |
| Avaya Call Management System (CMS) Overview & Architecture | 20% | - CMS architecture and components - Data collection and reporting principles - CMS installation and setup |
| Avaya Aura Communication Manager Fundamentals | 25% | - System architecture and integration - Licensing and feature overview - SAT administration basics |
Avaya Contact Center on Avaya Aura(TM) Communication Manager and Avaya Call Management System Implementation Sample Questions:
1. Which two Communication Manager features does the VAL circuit pack support? (Choose two.)
A) Music-on-hold
B) Local Announcements
C) Integrated Announcements
D) Voice over IP
2. A customer just upgraded their CMS to release R16 from release Rt4. The switch is release CM4 and is not going to be upgraded to CM 6 until next week When the switch is upgraded, what needs to happen before the link will come up using the CM6 protocol?
A) Both the reporting adjunct the switch and the switch release in the CMS need to be updated
B) Only the switch release in the CMS needs to be changed to CM6.
C) It is not necessary far either the reporting adjunct or the switch release to change.
D) Only the reporting adjunct in the switch needs to be changed to R16 CMS.
3. 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) Run the script /cms/install/autotime to synchronize the Communication Manager's time to the CMS
C) From Solaris login as root and use the date command
D) Shutdown the CMS to the ak prompt level and adjust the BIOS time.
4. What is the purpose of class of service (COS) administration of Contact Centre?
A) COS is used to restrict calls between incoming and outgoing trunk groups.
B) COS defines which features an agent may access.
C) COS ensures that the most skilled agent receives calls first.
D) COS restricts the calls a user can make and receive.
5. At the Quick Credit call center's new location, all agent telephone sets will be administered with the same button configuration.
Which method can the administrator use to quickly create the telephone sets?
A) Use the add station next CM SAT command to program each telephone set and assign buttons
B) Create a template telephone set and use the qcopy station xxxx CM SAT command
C) Use CMS to perform the bulk administration of telephone sets and buttons.
D) Create a template telephone set and use the duplicate station xxxx CM SAT command
Solutions:
| Question # 1 Answer: A,C | Question # 2 Answer: A | Question # 3 Answer: C | Question # 4 Answer: B | Question # 5 Answer: D |
