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Avaya 6201.1 Exam Syllabus Topics:

Section	Objectives
Topic 1: Avaya Aura Communication Manager Fundamentals	- Platform Architecture 1. System architecture and integration 2. Licensing and feature overview 3. Avaya Aura Communication Manager components
Topic 2: Avaya Call Management System Fundamentals	- CMS Configuration 1. CMS architecture and functions 2. Administration basics 3. Data collection and reporting
Topic 3: Reporting and Performance Management	- Monitoring Operations 1. Real-time and historical reports 2. Agent and split performance analysis 3. Service level measurement
Topic 4: Maintenance and Troubleshooting	- System Support 1. Diagnostic tools and logs 2. Common implementation issues 3. Backup, restore, and best practices
Topic 5: Contact Center Implementation	- Deployment and Configuration 1. Agent, skill, and vector configuration 2. Hunt groups and routing strategies 3. Installation prerequisites
Topic 6: Call Routing and Vectoring	- Routing Configuration 1. Vector programming concepts 2. Call treatment and routing logic 3. VDN configuration

Avaya Contact Center on Avaya Aura(TM) Communication Manager and Avaya Call Management System Implementation Sample Questions:

Question 1

Far data to be available universally, the "measured Field in CM must be administered to which setting?

A. Measured: survivable
B. Measured: external
C. Measured: both
D. Measured: internal

Question 2

A customer has 4 ACDs created on the CMS and requests changes on the communication link settings for the ACD 1 How is this accomplished?

A. emssve change authorizations; make needed changes to authorization
B. cmssvc turn cms off but leave ids on, emssve switch setup; make needed changed to ACD 1
C. All changes are made in the CM using the change cam proc screen
D. cmssvc turn cms off but leave ids on; cm-save delete AC01; cmss create ACD1 with new options.

Question 3

Which application or menu can be used for creating an ACD on CMS?

A. cms adm
B. cms svc
C. CMS-Terminal
D. CMS-Supervisor

Question 4

How are feature packages, like External Call History or Forecasting, installed an a CMS system?

A. Using cms svc menu, pkg_install option
B. Using cms adm 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

Question 5

Click the exhibit button

A Miami based medical center is defining evacuation procedures for severe weather conditions The center has decided to plan for two types evacuations, major and minor During a minor evacuation; the center will staff only a few medical answer line agents to answer critical calls major evacuation the answer line will not be staffed instead of reaching a live agent, callers will receive a pre-recorded information In the example vector segment, what is represented by the E in steps 2 and 3?

A. E is assigned to a VDN that routes calls to an evacuation vector
B. E has a vector variable that is changed when an evacuation is required
C. E is a standard vector code for evacuation
D. E has been administered as a Feature Access Code

Solutions:

Question 1
Answer: C

Question 2
Answer: B

Question 3
Answer: D

Question 4
Answer: B

Question 5
Answer: B