Exam Name: Avaya Contact Center on Avaya Aura(TM) Communication Manager and Avaya Call Management System Implementation Exam
Certification Provider: Avaya
Corresponding Certification: Avaya Aura
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Avaya 6201.1 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Avaya Call Management System (CMS) Overview & Architecture | 20% | - Data collection and reporting principles - CMS installation and setup - CMS architecture and components |
| Topic 2: ACD, Call Routing & Vectoring | 25% | - Vector programming and VDN configuration - ACD, hunt groups and skill assignment - Call treatment and routing logic |
| Topic 3: Avaya Aura Communication Manager Fundamentals | 25% | - Licensing and feature overview - System architecture and integration - SAT administration basics |
| Topic 4: Reporting & Performance Management | 15% | - Service level and agent performance analysis - Real-time and historical reporting - CMS Supervisor administration |
| Topic 5: Maintenance, Troubleshooting & Best Practices | 15% | - Backup, restore and system health checks - Common implementation issues and fixes - Diagnostic tools and log review |
Avaya Contact Center on Avaya Aura(TM) Communication Manager and Avaya Call Management System Implementation Sample Questions:
What is the term of an extension that routes calls to specific vector?
- A. Hunt Group Number (HGN)
- B. Routing Directory Number (RDN)
- C. Vector Routing Number (VRN)
- D. Vector Directory Number (VDN)
A home shaping company advertises special offers to shapers who place orders on Sundays. Sunday callers are routed a message that describes the special offer before the call is connected; to an agent to take the order. The vector contains a conditional step to test for the day of week (goto step 11 if D=1 (Sunday) and step 11 plays the special offer message).
Which Call Vectoring feature allows letters to be used as conditions or thresholds in many vector commands?
- A. Call Prompting
- B. Adjunct Routing
- C. Variables in Vectors
- D. Call Classification
Which statement describes the two types of backups, CMSADM and Maintenance, that are on CMS system?
- A. Tape backup is called CMSADM, while network backup is referred as Maintenance.
- B. MSAOM backup is backing up CMS Administrator database portion, while Maintenance backup holds the Historical Call Data of the call center
- C. Maintenance backup is an incremental backup, while CMSADM is a full backup otherwise there is no difference
- D. ADM backup includes all Solaris system files and installed programs except CMS database, while Maintenance backup carries CMS database content
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. Activate on oldest call waiting
- B. Target service level
- C. expected Wait Time (EWT)
- D. VDN counted calls
A company is migrating from R14 CMS with 3 ACDs to R16.1 CMS. They are not using ACD2 any more, so they are not planning to migrate it. Instead they want current ACD3 to be ACD2 on the new system.
How can they achieve this?
- A. They need to set the ACD they want to migrate, to the ACD spare on the new system on the CMS migration form.
- B. They need to save each ACD to separate tapes and migrate them one by one to the appropriate ACD spaces.
- C. They need to backup only the two ACDs they want to migrate. The migration procedure on the new system will place them automatically.
- D. They need to involve Avaya Professional Services, as this can not be done with standard migration procedure.
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