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Avaya 6201-1 Exam Syllabus Topics:
| Section | Weight | Objectives |
| Reporting & Performance Management | 15% | - CMS Supervisor administration
- Real-time and historical reporting
- Service level and agent performance analysis
|
| ACD, Call Routing & Vectoring | 25% | - Call treatment and routing logic
- Vector programming and VDN configuration
- ACD, hunt groups and skill assignment
|
| Avaya Aura Communication Manager Fundamentals | 25% | - System architecture and integration
- SAT administration basics
- Licensing and feature overview
|
| Maintenance, Troubleshooting & Best Practices | 15% | - Common implementation issues and fixes
- Backup, restore and system health checks
- Diagnostic tools and log review
|
| Avaya Call Management System (CMS) Overview & Architecture | 20% | - Data collection and reporting principles
- CMS architecture and components
- CMS installation and setup
|
Avaya Contact Center on Avaya Aura(TM) Communication Manager and Avaya Call Management System Implementation Sample Questions:
Which three statements describe the benefits of Best Service Routing (BSR)? (Choose three.)
- A. BSR creates a virtualized pool of agent resources.
- B. BSR follows a specified strategy far skill selection.
- C. BSR decreases titer workload across sites.
- D. BSR balances and improves service across enterprise.
- E. BSR improves agent utilization.
Answer: B,D,E
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Which two statements about CMS and CM connectivity are true? (Choose two)
- A. If the switch uses a processor Ethernet instead of a CLAN card, it must use a direct connect to the CMS through a network.
- B. The switch and CMS can he connected through a network.
- C. The switch can have a direct-connect to the CMS
- D. If the switch uses a CLAN card, the switch must be direct-connected to the CMS
Answer: B,D
A customer needs help with maintaining service level targets.
Which Advocate feature will make automated adjustments to overload settings?`
- A. Dynamic Threshold Adjustment
- B. Vector Queuing Priorities
- C. Service Objective
- D. Dynamic Percent Allocation
Answer: A
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. Collect digits
- C. Converse-on skill
- D. Messaging skill
- E. Route-to digits
Answer: B,E
Which Call Center package includes Expert Agent Selection (AES)?]
- A. Call Center Standard
- B. Call Center Introductory
- C. Call Center Elite
- D. Call Center Basic
Answer: C