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Avaya 6201-1 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Avaya Aura Communication Manager Fundamentals | - Call processing and routing - System architecture and components - Administration and configuration basics |
| Topic 2: Avaya Call Management System (CMS) | - CMS architecture and connectivity - CMS administration and maintenance - ACD reporting and historical data |
| Topic 3: Contact Center Configuration | - Call distribution strategies (e.g., BSR) - Routing policies and call handling - Agent and skill administration |
| Topic 4: Integration and Troubleshooting | - Network and system diagnostics - Logging and system verification - CM and CMS connectivity setup |
Avaya Contact Center on Avaya Aura(TM) Communication Manager and Avaya Call Management System Implementation Sample Questions:
Which three are settings for Vector Variables? (Choose three)
- A. Length
- B. Scope
- C. Assignment
- D. Stop Position
- E. Action
A customer wants to optimize agent resources while also servicing calls in queue.
Which Advocate feature will meet this requirement? I
- A. Predicted Waft Time
- B. Percent Allocation Distribution
- C. Dynamic Queue Position
- D. Service Objective
Which packet is needed to have skill available instead of hunt groups?
- A. Standard with EAS
- B. Premium
- C. Elite with EAS
- D. Silver
A home shaping company advertises special offers to shapers who place orders on Sundays. Sunday callers are routed a message that describes the special offer before the call is connected; to an agent to take the order. The vector contains a conditional step to test for the day of week (goto step 11 if D=1 (Sunday) and step 11 plays the special offer message).
Which Call Vectoring feature allows letters to be used as conditions or thresholds in many vector commands?
- A. Call Prompting
- B. Adjunct Routing
- C. Call Classification
- D. Variables in Vectors
A customer has 3 ACDs on CMS. ACD1 is in the Eastern time zone; ACD2 is the central time zone, and ACD3 is the Pacific Time zone. The Master clack is in the Central time zone. The users look at a historical daily report for ACD3 and the total calls are less than the interval totals for the same skill and date.
Which statement describes why they do not match?
- A. The nightly archiver for ACD3 failed to run successfully.
- B. The nightly archivers far ACD1 and ACD2 have not complete yet.
- C. The nightly backup was in contention far the nightly archiver for ACD3.
- D. The nightly archiver far ACD3 ran before the day ended and only archived part of the day.
