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Avaya 6201.1 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Avaya Aura Communication Manager Fundamentals | - System architecture and components - Administration and configuration basics - Call processing and routing |
| Contact Center Configuration | - Routing policies and call handling - Agent and skill administration - Call distribution strategies (e.g., BSR) |
| Integration and Troubleshooting | - CM and CMS connectivity setup - Network and system diagnostics - Logging and system verification |
| Avaya Call Management System (CMS) | - CMS architecture and connectivity - ACD reporting and historical data - CMS administration and maintenance |
Avaya Contact Center on Avaya Aura(TM) Communication Manager and Avaya Call Management System Implementation Sample Questions:
Which two statements about scheduling backups with the Timetable feature are true?
(Choose two)
- A. Timetable can be used to schedule a LAN backup of the customer's system.
- B. A Timetable can be scheduled using CMS Supervisor or ASCII CMS.
- C. A Maintenance Backup Timetable is shipped with the CMS system but it is not scheduled.
- D. A Timetable should be scheduled to perform a Maintenance backup when the CMS is feast b
- E. Timetable can be used to schedule a LAN backup of the customer's data.
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
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. Dynamic Threshold Adjustment
- C. Dynamic Queue Position
- D. Service Objective
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. Create a template telephone set and use the qcopy station xxxx CM SAT command
- B. Create a template telephone set and use the duplicate station xxxx CM SAT command
- C. Use the add station next CM SAT command to program each telephone set and assign buttons
- D. Use CMS to perform the bulk administration of telephone sets and buttons.
CMS Supervisor user forgot their password.
What must he do to reset a password in CMS?
- A. Perform a manual login from CMS Supervisor and execute the passwd command for that user.
- B. Write permission to the System Setup feature and write permission to UNIX.
- C. Log in as root and execute the password command for that user.
- D. Log in as a CMS administrative user and execute the paaswd command for that user.
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