Avaya 6201-1 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Reporting & Performance Management | 15% | - Real-time and historical reporting - CMS Supervisor administration - Service level and agent performance analysis |
| Topic 2: ACD, Call Routing & Vectoring | 25% | - Call treatment and routing logic - ACD, hunt groups and skill assignment - Vector programming and VDN configuration |
| Topic 3: Avaya Aura Communication Manager Fundamentals | 25% | - SAT administration basics - Licensing and feature overview - System architecture and integration |
| Topic 4: Maintenance, Troubleshooting & Best Practices | 15% | - Backup, restore and system health checks - Common implementation issues and fixes - Diagnostic tools and log review |
| Topic 5: Avaya Call Management System (CMS) Overview & Architecture | 20% | - CMS architecture and components - CMS installation and setup - Data collection and reporting principles |
Avaya Contact Center on Avaya Aura(TM) Communication Manager and Avaya Call Management System Implementation Sample Questions:
Question 1
The quick credit call center management has described to move to 24 hour support for same center operations. Because the standard practice has always been to start each vector with the same 5 steps to test for working hours, making the change will require modifying almost all of the vectors.
While making the changes, what can be done to make the future changes easier and more efficient?
A. Add vector variables to each vector to test for working hours.
B. Redesign the routing so all calls funnel through a signal vector
C. Create vector subroutine that can be used in all vectors that have the same working hours
D. Change announcements for each skill to include working hours and advice callers to hang up if not calling during those hours.
Question 2
How are feature packages, like External Call History or Forecasting, installed an a CMS system?
A. Using cms adm menu:, pkg_install option
B. From Solaris shell as root by issuing 'pkgadd -d <package name>' command
C. Using cms svc menu, pkg_install option
D. Using CMS main menu, System Setup menu, Package management option
Question 3
To activate, which three options require an Avaya authorization password? (Choose three)
A. the number of users that can be administered in the CMS
B. features assigned to each user
C. the number of agents that the CMS can report on
D. simultaneous CMS Supervisor logins
E. the number of ACDs that the CMS system can monitor
Question 4
A customer has purchased 5200 agent licenses and each agent has been assigned at least 3 skills.
Which two values would be a valid Data Storage Allocation entry for "Maximum agents lagged in"? (Choose two)
A. 100000
B. 500000
C. 15600
D. 10400
Question 5
The customer has both BCMS and CMS at a contact center
What is the major difference that could affect call data?
A. BCMS records the call at the start of the call, and CMS records the call at the end.
B. CMS records the call at the start of the call, and BCMS records the calf at the end
C. BCMS holds data longer than CMS
D. BCMS will not collect data if the link to the CMS is down.
Solutions:
| Question 1 Answer: C | Question 2 Answer: A | Question 3 Answer: C,D,E | Question 4 Answer: A,C | Question 5 Answer: A |














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