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Avaya 6201.1 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| ACD, Call Routing & Vectoring | 25% | - Vector programming and VDN configuration - Call treatment and routing logic - ACD, hunt groups and skill assignment |
| Avaya Aura Communication Manager Fundamentals | 25% | - SAT administration basics - System architecture and integration - Licensing and feature overview |
| Avaya Call Management System (CMS) Overview & Architecture | 20% | - Data collection and reporting principles - CMS installation and setup - CMS architecture and components |
| Maintenance, Troubleshooting & Best Practices | 15% | - Diagnostic tools and log review - Backup, restore and system health checks - Common implementation issues and fixes |
| Reporting & Performance Management | 15% | - Service level and agent performance analysis - CMS Supervisor administration - Real-time and historical reporting |
Avaya Contact Center on Avaya Aura(TM) Communication Manager and Avaya Call Management System Implementation Sample Questions:
Which Communication Manager SAT command provides a list of vectors that contain a specific variable?
- A. display variables
- B. Monitor variables
- C. list usage variable
- D. List trace variables
Correct Answer: C 🗳️
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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. Percent in Service Level
- D. EWT- Expected Wait Time
Correct Answer: A 🗳️
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. collect-digits
- D. queue-to
Correct Answer: C 🗳️
Far data to be available universally, the "measured Field in CM must be administered to which setting?
- A. Measured: external
- B. Measured: both
- C. Measured: internal
- D. Measured: survivable
Correct Answer: B 🗳️
In an active non-Expert agent selection (AES) environment, what is each hunt group known as?
- A. Agent
- B. Skill
- C. Vector
- D. Split
Correct Answer: D 🗳️
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