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Avaya 6201.1 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Reporting and Performance Management | 20% | - Data verification and validation - Real-time and historical reporting - Agent, split, and service level metrics |
| Maintenance and Troubleshooting | 15% | - Common implementation issues and fixes - Backup, restore, and system health - Diagnostic tools and log analysis |
| Avaya Call Management System (CMS) Fundamentals | 20% | - System administration and data collection - CMS architecture and components - Installation and configuration |
| Avaya Aura Communication Manager | 25% | - ACD and EAS configuration - Integration with CMS - Platform architecture and licensing |
| 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 two statements describe why CMS and BCMS reports reflect different data?
(Choose two)
- A. BCMS receives data internally and stores data in a volatile switch memory.
- B. BCMS is interval based and CMS is call based.
- C. CMS resides on an external server and stores data on a hard disk, and-has much larger capacities and reporting capabilities.
- D. Repeated use of vu-stats buttons will decrease the level of information in the BCMS internal data.
Correct Answer: B,C 🗳️
Agent 20042, a scenario mortgage specialist, is assigned 5 skills.
Which two ways can the agent identify the type of call that being delivered? (Choose two.)
- A. by the telephone display (a = Originator Name to VDN)
- B. by the flashing skill button on the telephone set
- C. by the VDN of Origin announcement before call is delivered
- D. by the Skill whisper announcement before call: is delivered
Correct Answer: A,C 🗳️
Explanation: Only visible for TestkingPDF members. You can sign-up / login (it's free).
Which Advocate feature allows a customer to prioritize calls queued to a single stall and deliver a tiered service level?
- A. Vector queuing priorities
- B. Service Objective
- C. Dynamic Queue Position
- D. Dynamic Threshold Adjustment
Correct Answer: A 🗳️
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 an active non-Expert agent selection (AES) environment, what is each hunt group known as?
- A. Agent
- B. Vector
- C. Split
- D. Skill
Correct Answer: C 🗳️
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Leo -
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