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Avaya 6201-1 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Reporting & Performance Management | 15% | - Service level and agent performance analysis - CMS Supervisor administration - Real-time and historical reporting |
| Maintenance, Troubleshooting & Best Practices | 15% | - Diagnostic tools and log review - Backup, restore and system health checks - Common implementation issues and fixes |
| Avaya Call Management System (CMS) Overview & Architecture | 20% | - Data collection and reporting principles - CMS architecture and components - CMS installation and setup |
| ACD, Call Routing & Vectoring | 25% | - ACD, hunt groups and skill assignment - Vector programming and VDN configuration - Call treatment and routing logic |
| Avaya Aura Communication Manager Fundamentals | 25% | - SAT administration basics - System architecture and integration - Licensing and feature overview |
Avaya Contact Center on Avaya Aura(TM) Communication Manager and Avaya Call Management System Implementation Sample Questions:
A technician integrates the customer's network and links the CM reference between CM and CMS is greater than 24 hours.
What can be done to fix the problem?
- A. From Solaris login as root and use the date command
- B. Shutdown the CMS to the ak prompt level and adjust the BIOS time.
- C. Run the script /cms/install/autotime to synchronize the Communication Manager's time to the CMS
- D. In. CMS, login as root and use the /cms/datesync command to sync the CMS and CM time.
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The CMS has been checked and the link to the CM is down. The message shown in the log is "PBX switch mismatch. Check the switch setup".
What does this message mean?
- A. The wrong CMS has been installed and the correct server needs to be ordered.
- B. This message can be ignored as it is not the reason the link is down.
- C. The wrong type of Communication Manager has been installed and the correct server will need to be ordered.
- D. The wrong Communication Manager version on the CMS has been selected.
Explanation: Only visible for PassCollection members. You can sign-up / login (it's free).
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. cmssvc turn cms off but leave ids on; cm-save delete AC01; cmss create ACD1 with new options.
- D. All changes are made in the CM using the change cam proc screen
Which Advocate feature allows a customer to prioritize calls queued to a single stall and deliver a tiered service level?
- A. Vector queuing priorities
- B. Dynamic Threshold Adjustment
- C. Dynamic Queue Position
- D. Service Objective
How are feature packages, like External Call History or Forecasting, installed an a CMS system?
- A. Using cms svc menu, pkg_install option
- B. From Solaris shell as root by issuing 'pkgadd -d <package name>' command
- C. Using cms adm menu:, pkg_install option
- D. Using CMS main menu, System Setup menu, Package management option
Explanation: Only visible for PassCollection members. You can sign-up / login (it's free).
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