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Avaya 6201-1 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Call Routing and Vectoring | 20% | - Skill levels and routing strategies - Vector programming and VDN configuration - Call treatment and queuing logic |
| Topic 2: Avaya Call Management System (CMS) Fundamentals | 20% | - CMS architecture and components - System administration and data collection - Installation and configuration |
| Topic 3: Avaya Aura Communication Manager | 25% | - ACD and EAS configuration - Integration with CMS - Platform architecture and licensing |
| Topic 4: Maintenance and Troubleshooting | 15% | - Backup, restore, and system health - Common implementation issues and fixes - Diagnostic tools and log analysis |
| 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 communication manager option on the communication manager gives the customer call centre capabilities?
- A. Expert Agent Selection (EAS)
- B. Least Occupied Agent (LOA)
- C. Best Service Routing (BSR)
- D. Automatic Call Distribution (ACD)
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. converse-on
- C. queue-to
- D. collect-digits
Click the exhibit button
A Miami based medical center is defining evacuation procedures for severe weather conditions The center has decided to plan for two types evacuations, major and minor During a minor evacuation; the center will staff only a few medical answer line agents to answer critical calls major evacuation the answer line will not be staffed instead of reaching a live agent, callers will receive a pre-recorded information In the example vector segment, what is represented by the E in steps 2 and 3?
- A. E is a standard vector code for evacuation
- B. E has been administered as a Feature Access Code
- C. E is assigned to a VDN that routes calls to an evacuation vector
- D. E has a vector variable that is changed when an evacuation is required
At the Quick Credit call center's new location, all agent telephone sets will be administered with the same button configuration.
Which method can the administrator use to quickly create the telephone sets?
- A. Use the add station next CM SAT command to program each telephone set and assign buttons
- B. Use CMS to perform the bulk administration of telephone sets and buttons.
- C. Create a template telephone set and use the qcopy station xxxx CM SAT command
- D. Create a template telephone set and use the duplicate station xxxx CM SAT command
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
Cara 
Thera 
Sara 
Cathy 
Cheryl 
Mortimer 
Gustave 
Kelly 
Gabrielle 
Liz 
Emmanuel 
Griselda 
Gloria 
Kyle 
Walker 
