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Avaya 6201.1 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Integration and Troubleshooting | - CM and CMS connectivity setup - Network and system diagnostics - Logging and system verification |
| Topic 2: Contact Center Configuration | - Routing policies and call handling - Call distribution strategies (e.g., BSR) - Agent and skill administration |
| Topic 3: Avaya Call Management System (CMS) | - CMS administration and maintenance - CMS architecture and connectivity - ACD reporting and historical data |
| Topic 4: Avaya Aura Communication Manager Fundamentals | - System architecture and components - Administration and configuration basics - Call processing and routing |
Avaya Contact Center on Avaya Aura(TM) Communication Manager and Avaya Call Management System Implementation Sample Questions:
1. Which three are settings for Vector Variables? (Choose three)
A) Length
B) Scope
C) Assignment
D) Stop Position
E) Action
2. Which Advocate feature allows a customer to prioritize calls queued to a single stall and deliver a tiered service level?
A) Dynamic Threshold Adjustment
B) Dynamic Queue Position
C) Service Objective
D) Vector queuing priorities
3. Which two Advocate features address the condition called the Supervisor Shuffle? (Choose two)
A) Reserve Agent
B) Predicted Wait Time
C) Vector queuing priority
D) Service Objective
4. Which Communication Manager SAT command provides a list of vectors that contain a specific variable?
A) list usage variable
B) Monitor variables
C) display variables
D) List trace variables
5. What is the purpose of class of service (COS) administration of Contact Centre?
A) COS defines which features an agent may access.
B) COS restricts the calls a user can make and receive.
C) COS ensures that the most skilled agent receives calls first.
D) COS is used to restrict calls between incoming and outgoing trunk groups.
Solutions:
| Question # 1 Answer: A,B,C | Question # 2 Answer: D | Question # 3 Answer: A,B | Question # 4 Answer: A | Question # 5 Answer: A |
