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Avaya 6201.1 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Avaya Call Management System (CMS) Fundamentals | 20% | - Installation and configuration - CMS architecture and components - System administration and data collection |
| Call Routing and Vectoring | 20% | - Skill levels and routing strategies - Call treatment and queuing logic - Vector programming and VDN configuration |
| Maintenance and Troubleshooting | 15% | - Backup, restore, and system health - Diagnostic tools and log analysis - Common implementation issues and fixes |
| Reporting and Performance Management | 20% | - Data verification and validation - Agent, split, and service level metrics - Real-time and historical reporting |
| Avaya Aura Communication Manager | 25% | - Integration with CMS - Platform architecture and licensing - ACD and EAS configuration |
Avaya Contact Center on Avaya Aura(TM) Communication Manager and Avaya Call Management System Implementation Sample Questions:
Question 1
In an active non-Expert agent selection (AES) environment, what is each hunt group known as?
A. Split
B. Vector
C. Skill
D. Agent
Question 2
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. BCMS will not collect data if the link to the CMS is down.
C. CMS records the call at the start of the call, and BCMS records the calf at the end
D. BCMS holds data longer than CMS
Question 3
Which statement describes the two types of backups, CMSADM and Maintenance, that are on CMS system?
A. Maintenance backup is an incremental backup, while CMSADM is a full backup otherwise there is no difference
B. MSAOM backup is backing up CMS Administrator database portion, while Maintenance backup holds the Historical Call Data of the call center
C. Tape backup is called CMSADM, while network backup is referred as Maintenance.
D. ADM backup includes all Solaris system files and installed programs except CMS database, while Maintenance backup carries CMS database content
Question 4
Which three statements describe the benefits of Best Service Routing (BSR)? (Choose three.)
A. BSR decreases titer workload across sites.
B. BSR balances and improves service across enterprise.
C. BSR creates a virtualized pool of agent resources.
D. BSR follows a specified strategy far skill selection.
E. BSR improves agent utilization.
Question 5
After configuring a CMS system, which log file needs to he checked to verify set has completed successfully?
A. /tmp/install.log
B. /cms/install/canfig.sog
C. /var/adm/messages
D. /var/log/cms_nstall.log
E. /cms/install/logdir/adminlog
Solutions:
| Question 1 Answer: A | Question 2 Answer: A | Question 3 Answer: D | Question 4 Answer: B,D,E | Question 5 Answer: E |
