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Avaya 6201.1 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Avaya Call Management System (CMS) Overview & Architecture | 20% | - CMS installation and setup - Data collection and reporting principles - CMS architecture and components |
| Topic 2: Maintenance, Troubleshooting & Best Practices | 15% | - Backup, restore and system health checks - Diagnostic tools and log review - Common implementation issues and fixes |
| Topic 3: Reporting & Performance Management | 15% | - CMS Supervisor administration - Real-time and historical reporting - Service level and agent performance analysis |
| Topic 4: ACD, Call Routing & Vectoring | 25% | - Vector programming and VDN configuration - Call treatment and routing logic - ACD, hunt groups and skill assignment |
| Topic 5: Avaya Aura Communication Manager Fundamentals | 25% | - Licensing and feature overview - System architecture and integration - SAT administration basics |
Avaya Contact Center on Avaya Aura(TM) Communication Manager and Avaya Call Management System Implementation Sample Questions:
1. When connecting the service PC to S8800, the cable connects the System Management Ethernet connector port.
Which port is used when hooking the monitor to the CMS T5220?
A) NET 1Port
B) SER MGT Port
C) XVR-300XB port
D) NET MGT Port
2. 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) Collect digits
B) Messaging skill
C) Route-to digits
D) Route-to number
E) Converse-on skill
3. Which Communication Manager SAT command provides a list of vectors that contain a specific variable?
A) list usage variable
B) List trace variables
C) display variables
D) Monitor variables
4. Which Contact Center feature uses advanced algorithms, predictive technology and customer objective to efficiently route calls to agents?
A) ASA-Average Speed of Answer
B) Percent in Service Level
C) Avaya Business Advocate
D) EWT- Expected Wait Time
5. Click the Exhibit button.
A customer's CMS link has been set up properly. After turning CMS on, the link does not come up. Based on the lines in /cms/pbx/acd1/spi.err, what is the cause for this issue?
A) CM version is not matching CMS setup.
B) There is no network connection to CLAN.
C) CMS version is misconfigured on the system-parameters features form.
D) CMS version is not configured an the system-parameters features farm,
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: A,C | Question # 3 Answer: A | Question # 4 Answer: C | Question # 5 Answer: A |
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