Avaya 6201-1 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| ACD, Call Routing & Vectoring | 25% | - Vector programming and VDN configuration - ACD, hunt groups and skill assignment - Call treatment and routing logic |
| Reporting & Performance Management | 15% | - CMS Supervisor administration - Service level and agent performance analysis - Real-time and historical reporting |
| Maintenance, Troubleshooting & Best Practices | 15% | - Diagnostic tools and log review - Backup, restore and system health checks - Common implementation issues and fixes |
| Avaya Aura Communication Manager Fundamentals | 25% | - System architecture and integration - SAT administration basics - Licensing and feature overview |
| Avaya Call Management System (CMS) Overview & Architecture | 20% | - CMS installation and setup - Data collection and reporting principles - CMS architecture and components |
Avaya Contact Center on Avaya Aura(TM) Communication Manager and Avaya Call Management System Implementation Sample Questions:
Question 1
To activate, which three options require an Avaya authorization password? (Choose three)
A. the number of users that can be administered in the CMS
B. features assigned to each user
C. the number of agents that the CMS can report on
D. simultaneous CMS Supervisor logins
E. the number of ACDs that the CMS system can monitor
Question 2
A company is migrating from R14 CMS with 3 ACDs to R16.1 CMS. They are not using ACD2 any more, so they are not planning to migrate it. Instead they want current ACD3 to be ACD2 on the new system.
How can they achieve this?
A. They need to backup only the two ACDs they want to migrate. The migration procedure on the new system will place them automatically.
B. They need to save each ACD to separate tapes and migrate them one by one to the appropriate ACD spaces.
C. They need to set the ACD they want to migrate, to the ACD spare on the new system on the CMS migration form.
D. They need to involve Avaya Professional Services, as this can not be done with standard migration procedure.
Question 3
Which three ways can be used to verify the CMS is collecting data from the Communication Manage? (Choose three)
A. The arrow an the CMS menu is up
B. The /cms/install/logdir/admin. log shows a link is operational.
C. The /cms/pbx/3cd<#>/spi.err shows calls being transmitted.
D. From the CMS menu, Maintenance: Error Log Report shows calls being transmitted
E. From the CMS menu. Maintenance Connection Status shows a link operational.
Question 4
The quick credit call center management has described to move to 24 hour support for same center operations. Because the standard practice has always been to start each vector with the same 5 steps to test for working hours, making the change will require modifying almost all of the vectors.
While making the changes, what can be done to make the future changes easier and more efficient?
A. Add vector variables to each vector to test for working hours.
B. Redesign the routing so all calls funnel through a signal vector
C. Create vector subroutine that can be used in all vectors that have the same working hours
D. Change announcements for each skill to include working hours and advice callers to hang up if not calling during those hours.
Question 5
Which communication manager option on the communication manager gives the customer call centre capabilities?
A. Least Occupied Agent (LOA)
B. Automatic Call Distribution (ACD)
C. Best Service Routing (BSR)
D. Expert Agent Selection (EAS)
Solutions:
| Question 1 Answer: C,D,E | Question 2 Answer: B | Question 3 Answer: A,B,E | Question 4 Answer: C | Question 5 Answer: B |
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