Exam Name: Avaya Contact Center on Avaya Aura(TM) Communication Manager and Avaya Call Management System Implementation Exam
Certification Provider: Avaya
Corresponding Certification: Avaya-Certification
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Avaya 6201-1 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Avaya Call Management System (CMS) Overview & Architecture | 20% | - CMS installation and setup - CMS architecture and components - Data collection and reporting principles |
| Reporting & Performance Management | 15% | - Real-time and historical reporting - Service level and agent performance analysis - CMS Supervisor administration |
| Avaya Aura Communication Manager Fundamentals | 25% | - System architecture and integration - SAT administration basics - Licensing and feature overview |
| Maintenance, Troubleshooting & Best Practices | 15% | - Common implementation issues and fixes - Backup, restore and system health checks - Diagnostic tools and log review |
| ACD, Call Routing & Vectoring | 25% | - Call treatment and routing logic - Vector programming and VDN configuration - ACD, hunt groups and skill assignment |
Avaya Contact Center on Avaya Aura(TM) Communication Manager and Avaya Call Management System Implementation Sample Questions:
Which Advocate feature allows a customer to prioritize calls queued to a single stall and deliver a tiered service level?
- A. Service Objective
- B. Vector queuing priorities
- C. Dynamic Threshold Adjustment
- D. Dynamic Queue Position
Correct Answer: B 🗳️
Which announcement type resides in a TN2501AP circuit pack, and supports recording locally from a telephone, or can use generated way announcement fifes?
- A. Integrated
- B. External
- C. Local
- D. Adjunct
Correct Answer: A 🗳️
Explanation: Only visible for Lead2PassExam members. You can sign-up / login (it's free).
A technician integrates the customer's network and links the CM reference between CM and CMS is greater than 24 hours.
What can be done to fix the problem?
- A. Shutdown the CMS to the ak prompt level and adjust the BIOS time.
- B. In. CMS, login as root and use the /cms/datesync command to sync the CMS and CM time.
- C. From Solaris login as root and use the date command
- D. Run the script /cms/install/autotime to synchronize the Communication Manager's time to the CMS
Correct Answer: C 🗳️
Explanation: Only visible for Lead2PassExam members. You can sign-up / login (it's free).
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 archivers far ACD1 and ACD2 have not complete yet.
- B. The nightly backup was in contention far the nightly archiver for ACD3.
- C. The nightly archiver far ACD3 ran before the day ended and only archived part of the day.
- D. The nightly archiver for ACD3 failed to run successfully.
Correct Answer: C 🗳️
A small but growing software firm is currently subcontracting a call centre to answer its technical support calls. The contact with the agency limits the number of simultaneous tech support calls to 50.
Which vectoring option provides the capability to limit the number of active calls and send the surplus to a busy treatment?
- A. VDN counted calls
- B. Target service level
- C. expected Wait Time (EWT)
- D. Activate on oldest call waiting
Correct Answer: A 🗳️
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