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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: Reporting & Performance Management | 15% | - Service level and agent performance analysis - CMS Supervisor administration - Real-time and historical reporting |
| Topic 3: Maintenance, Troubleshooting & Best Practices | 15% | - Common implementation issues and fixes - Backup, restore and system health checks - Diagnostic tools and log review |
| Topic 4: ACD, Call Routing & Vectoring | 25% | - Vector programming and VDN configuration - ACD, hunt groups and skill assignment - Call treatment and routing logic |
| Topic 5: Avaya Aura Communication Manager Fundamentals | 25% | - SAT administration basics - Licensing and feature overview - System architecture and integration |
Avaya Contact Center on Avaya Aura(TM) Communication Manager and Avaya Call Management System Implementation Sample Questions:
Agents in the Quick Credit call center often give customers there extension number when a return call is required. The main message instructs those who know their party's extension to enter it at any time.
Which two vector commands are used to route the call? (Choose two.)
- A. Converse-on skill
- B. Route-to digits
- C. Collect digits
- D. Route-to number
- E. Messaging skill
Far a sales campaign, the customer created a new VDN 4000 with the names "Sales C".
when running in Avaya CMS supervisor, it does not show the VDN name, only the number.
What must be done to see the name in the report?
- A. On the CMS cmssvc menu, display the authorizations to check if "Global Dictionary" is set.
- B. Refer to the system parameter feature in the Communication manager and activate
"Send names" in the reporting adjunct section. - C. In Avaya CMS Supervisor, refer to the Dictionary and assign the names to the new objects.
- D. In Avaya CMS Supervisor, refer to the User Permissions and assign read permissions to the user.
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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 backup only the two ACDs they want to migrate. The migration procedure on the new system will place them automatically.
- B. They need to involve Avaya Professional Services, as this can not be done with standard migration procedure.
- C. They need to set the ACD they want to migrate, to the ACD spare on the new system on the CMS migration form.
- D. They need to save each ACD to separate tapes and migrate them one by one to the appropriate ACD spaces.
A customer has 4 ACDs created on the CMS and requests changes on the communication link settings for the ACD 1 How is this accomplished?
- A. emssve change authorizations; make needed changes to authorization
- B. cmssvc turn cms off but leave ids on, emssve switch setup; make needed changed to ACD 1
- C. All changes are made in the CM using the change cam proc screen
- D. cmssvc turn cms off but leave ids on; cm-save delete AC01; cmss create ACD1 with new options.
After configuring a CMS system, which log file needs to he checked to verify set has completed successfully?
- A. /var/adm/messages
- B. /var/log/cms_nstall.log
- C. /cms/install/logdir/adminlog
- D. /cms/install/canfig.sog
- E. /tmp/install.log
