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Avaya 6201-1 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Avaya Call Management System (CMS) Fundamentals | 20% | - System administration and data collection - Installation and configuration - CMS architecture and components |
| Topic 2: Call Routing and Vectoring | 20% | - Skill levels and routing strategies - Call treatment and queuing logic - Vector programming and VDN configuration |
| Topic 3: Maintenance and Troubleshooting | 15% | - Diagnostic tools and log analysis - Common implementation issues and fixes - Backup, restore, and system health |
| Topic 4: Avaya Aura Communication Manager | 25% | - ACD and EAS configuration - Platform architecture and licensing - Integration with CMS |
| Topic 5: Reporting and Performance Management | 20% | - Agent, split, and service level metrics - Real-time and historical reporting - Data verification and validation |
Avaya Contact Center on Avaya Aura(TM) Communication Manager and Avaya Call Management System Implementation Sample Questions:
Which three statements describe the benefits of Best Service Routing (BSR)? (Choose three.)
- A. BSR balances and improves service across enterprise.
- B. BSR improves agent utilization.
- C. BSR creates a virtualized pool of agent resources.
- D. BSR decreases titer workload across sites.
- E. BSR follows a specified strategy far skill selection.
Correct Answer: A,B,E 🗳️
Explanation: Only visible for Exam4Labs members. You can sign-up / login (it's free).
A customer wants to optimize agent resources while also servicing calls in queue.
Which Advocate feature will meet this requirement? I
- A. Percent Allocation Distribution
- B. Predicted Waft Time
- C. Service Objective
- D. Dynamic Queue Position
Correct Answer: C 🗳️
During implementation testing, the technician notices that the communication manager display events command shows number of entries for "Event type 30, No TTR available" upon further investigation the technician finds that the TTR has not yet been installed.
Which vector command failed (causing the Event Type 30) because there was no TTR?
- A. route-to-digits
- B. collect-digits
- C. queue-to
- D. converse-on
Correct Answer: B 🗳️
Which communication manager option on the communication manager gives the customer call centre capabilities?
- A. Automatic Call Distribution (ACD)
- B. Expert Agent Selection (EAS)
- C. Least Occupied Agent (LOA)
- D. Best Service Routing (BSR)
Correct Answer: A 🗳️
Which Contact Center feature uses advanced algorithms, predictive technology and customer objective to efficiently route calls to agents?
- A. Avaya Business Advocate
- B. ASA-Average Speed of Answer
- C. EWT- Expected Wait Time
- D. Percent in Service Level
Correct Answer: A 🗳️
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