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Avaya 6201.1 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Reporting and Performance Management | 20% | - Real-time and historical reporting - Data verification and validation - Agent, split, and service level metrics |
| Topic 2: Maintenance and Troubleshooting | 15% | - Common implementation issues and fixes - Backup, restore, and system health - Diagnostic tools and log analysis |
| Topic 3: Avaya Call Management System (CMS) Fundamentals | 20% | - CMS architecture and components - Installation and configuration - System administration and data collection |
| Topic 4: Call Routing and Vectoring | 20% | - Skill levels and routing strategies - Vector programming and VDN configuration - Call treatment and queuing logic |
| Topic 5: Avaya Aura Communication Manager | 25% | - Integration with CMS - ACD and EAS configuration - Platform architecture and licensing |
Avaya Contact Center on Avaya Aura(TM) Communication Manager and Avaya Call Management System Implementation Sample Questions:
Question 1
Which three ways can be used to verify the CMS is collecting data from the Communication Manage? (Choose three)
A. From the CMS menu. Maintenance Connection Status shows a link operational.
B. The /cms/install/logdir/admin. log shows a link is operational.
C. From the CMS menu, Maintenance: Error Log Report shows calls being transmitted
D. The /cms/pbx/3cd<#>/spi.err shows calls being transmitted.
E. The arrow an the CMS menu is up
Question 2
Which program is a custom application on the CMS?
A. Alarm Origination Manager
B. Avaya Supervisor
C. High Availability Admin Sync
D. Avaya Visual Vectors Client
Question 3
Agents in the Quick Credit call center often give customers there extension number when a return call is required. The main message instructs those who know their party's extension to enter it at any time.
Which two vector commands are used to route the call? (Choose two.)
A. Route-to number
B. Converse-on skill
C. Messaging skill
D. Collect digits
E. Route-to digits
Question 4
Which application or menu can be used for creating an ACD on CMS?
A. cms adm
B. CMS-Terminal
C. CMS-Supervisor
D. cms svc
Question 5
Which announcement type resides in a TN2501AP circuit pack, and supports recording locally from a telephone, or can use generated way announcement fifes?
A. Adjunct
B. Local
C. External
D. Integrated
Solutions:
| Question 1 Answer: A,B,E | Question 2 Answer: A | Question 3 Answer: D,E | Question 4 Answer: C | Question 5 Answer: D |
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