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Avaya 6201-1 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Contact Center Configuration | - Call distribution strategies (e.g., BSR) - Agent and skill administration - Routing policies and call handling |
| Topic 2: Integration and Troubleshooting | - Network and system diagnostics - Logging and system verification - CM and CMS connectivity setup |
| Topic 3: Avaya Call Management System (CMS) | - CMS administration and maintenance - ACD reporting and historical data - CMS architecture and connectivity |
| Topic 4: Avaya Aura Communication Manager Fundamentals | - System architecture and components - Administration and configuration basics - Call processing and routing |
Avaya Contact Center on Avaya Aura(TM) Communication Manager and Avaya Call Management System Implementation Sample Questions:
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. EWT- Expected Wait Time
- D. Percent in Service Level
Correct Answer: A 🗳️
Click the Exhibit button.
A customer's CMS link has been set up properly. After turning CMS on, the link does not come up. Based on the lines in /cms/pbx/acd1/spi.err, what is the cause for this issue?
- A. There is no network connection to CLAN.
- B. CMS version is not configured an the system-parameters features farm,
- C. CM version is not matching CMS setup.
- D. CMS version is misconfigured on the system-parameters features form.
Correct Answer: C 🗳️
When connecting the service PC to S8800, the cable connects the System Management Ethernet connector port.
Which port is used when hooking the monitor to the CMS T5220?
- A. SER MGT Port
- B. XVR-300XB port
- C. NET MGT Port
- D. NET 1Port
Correct Answer: A 🗳️
A customer just upgraded their CMS to release R16 from release Rt4. The switch is release CM4 and is not going to be upgraded to CM 6 until next week When the switch is upgraded, what needs to happen before the link will come up using the CM6 protocol?
- A. Only the switch release in the CMS needs to be changed to CM6.
- B. Both the reporting adjunct the switch and the switch release in the CMS need to be updated
- C. Only the reporting adjunct in the switch needs to be changed to R16 CMS.
- D. It is not necessary far either the reporting adjunct or the switch release to change.
Correct Answer: B 🗳️
In an active non-Expert agent selection (AES) environment, what is each hunt group known as?
- A. Skill
- B. Split
- C. Vector
- D. Agent
Correct Answer: B 🗳️
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