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Avaya 6201-1 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Reporting and Performance Management | 20% | - Real-time and historical reporting - Data verification and validation - Agent, split, and service level metrics |
| Topic 2: Maintenance and Troubleshooting | 15% | - Diagnostic tools and log analysis - Backup, restore, and system health - Common implementation issues and fixes |
| Topic 3: Avaya Call Management System (CMS) Fundamentals | 20% | - System administration and data collection - Installation and configuration - CMS architecture and components |
| Topic 4: Avaya Aura Communication Manager | 25% | - Platform architecture and licensing - ACD and EAS configuration - Integration with CMS |
| Topic 5: Call Routing and Vectoring | 20% | - Skill levels and routing strategies - Vector programming and VDN configuration - Call treatment and queuing logic |
Avaya Contact Center on Avaya Aura(TM) Communication Manager and Avaya Call Management System Implementation Sample Questions:
Which program is a custom application on the CMS?
- A. Alarm Origination Manager
- B. Avaya Supervisor
- C. Avaya Visual Vectors Client
- D. High Availability Admin Sync
Correct Answer: A 🗳️
Explanation: Only visible for TestValid members. You can sign-up / login (it's free).
What is the purpose of class of service (COS) administration of Contact Centre?
- A. COS is used to restrict calls between incoming and outgoing trunk groups.
- B. COS restricts the calls a user can make and receive.
- C. COS defines which features an agent may access.
- D. COS ensures that the most skilled agent receives calls first.
Correct Answer: C 🗳️
In which communication method form is the Call Distribution Method (far example, Expert agent Distribution Last Occupied Agent)
- A. Agent Login ID farm
- B. Vector farm
- C. Hunt Group farm
- D. VDN farm
Correct Answer: D 🗳️
What is the term of an extension that routes calls to specific vector?
- A. Hunt Group Number (HGN)
- B. Vector Directory Number (VDN)
- C. Vector Routing Number (VRN)
- D. Routing Directory Number (RDN)
Correct Answer: B 🗳️
Which two Advocate features address the condition called the Supervisor Shuffle? (Choose two)
- A. Service Objective
- B. Vector queuing priority
- C. Reserve Agent
- D. Predicted Wait Time
Correct Answer: C,D 🗳️
Explanation: Only visible for TestValid members. You can sign-up / login (it's free).
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