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Avaya 6201.1 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Avaya Aura Communication Manager Fundamentals | 25% | - Licensing and feature overview - System architecture and integration - SAT administration basics |
| Avaya Call Management System (CMS) Overview & Architecture | 20% | - CMS architecture and components - CMS installation and setup - Data collection and reporting principles |
| ACD, Call Routing & Vectoring | 25% | - Call treatment and routing logic - Vector programming and VDN configuration - ACD, hunt groups and skill assignment |
| Maintenance, Troubleshooting & Best Practices | 15% | - Diagnostic tools and log review - Common implementation issues and fixes - Backup, restore and system health checks |
| Reporting & Performance Management | 15% | - Service level and agent performance analysis - CMS Supervisor administration - Real-time and historical reporting |
Avaya Contact Center on Avaya Aura(TM) Communication Manager and Avaya Call Management System Implementation Sample Questions:
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
How are feature packages, like External Call History or Forecasting, installed an a CMS system?
- A. Using cms adm menu:, pkg_install option
- B. Using cms svc menu, pkg_install option
- C. Using CMS main menu, System Setup menu, Package management option
- D. From Solaris shell as root by issuing 'pkgadd -d <package name>' command
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Which three statements describe the benefits of Best Service Routing (BSR)? (Choose three.)
- A. BSR follows a specified strategy far skill selection.
- B. BSR improves agent utilization.
- C. BSR creates a virtualized pool of agent resources.
- D. BSR balances and improves service across enterprise.
- E. BSR decreases titer workload across sites.
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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. From Solaris login as root and use the date command
- B. Run the script /cms/install/autotime to synchronize the Communication Manager's time to the CMS
- C. In. CMS, login as root and use the /cms/datesync command to sync the CMS and CM time.
- D. Shutdown the CMS to the ak prompt level and adjust the BIOS time.
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Which application or menu can be used for creating an ACD on CMS?
- A. CMS-Supervisor
- B. CMS-Terminal
- C. cms svc
- D. cms adm
