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Avaya 6201-1 Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Maintenance and Troubleshooting	15%	- Backup, restore, and system health - Diagnostic tools and log analysis - Common implementation issues and fixes
Topic 2: Call Routing and Vectoring	20%	- Skill levels and routing strategies - Vector programming and VDN configuration - Call treatment and queuing logic
Topic 3: Avaya Aura Communication Manager	25%	- ACD and EAS configuration - Integration with CMS - Platform architecture and licensing
Topic 4: Avaya Call Management System (CMS) Fundamentals	20%	- CMS architecture and components - System administration and data collection - Installation and configuration
Topic 5: Reporting and Performance Management	20%	- Agent, split, and service level metrics - Real-time and historical reporting - Data verification and validation

Avaya Contact Center on Avaya Aura(TM) Communication Manager and Avaya Call Management System Implementation Sample Questions:

1. Which two Advocate features address the condition called the Supervisor Shuffle? (Choose two)

A) Predicted Wait Time
B) Vector queuing priority
C) Service Objective
D) Reserve Agent

2. 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) Adjunct Routing
B) Call Classification
C) Call Prompting
D) Variables in Vectors

3. CMS Supervisor user forgot their password.
What must he do to reset a password in CMS?

A) Write permission to the System Setup feature and write permission to UNIX.
B) Log in as a CMS administrative user and execute the paaswd command for that user.
C) Perform a manual login from CMS Supervisor and execute the passwd command for that user.
D) Log in as root and execute the password command for that user.

4. Which statement describes the two types of backups, CMSADM and Maintenance, that are on CMS system?

A) ADM backup includes all Solaris system files and installed programs except CMS database, while Maintenance backup carries CMS database content
B) Tape backup is called CMSADM, while network backup is referred as Maintenance.
C) Maintenance backup is an incremental backup, while CMSADM is a full backup otherwise there is no difference
D) MSAOM backup is backing up CMS Administrator database portion, while Maintenance backup holds the Historical Call Data of the call center

5. 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) Shutdown the CMS to the ak prompt level and adjust the BIOS time.
B) In. CMS, login as root and use the /cms/datesync command to sync the CMS and CM time.
C) Run the script /cms/install/autotime to synchronize the Communication Manager's time to the CMS
D) From Solaris login as root and use the date command

Solutions:

Question # 1 Answer: A,D

Question # 2 Answer: D

Question # 3 Answer: D

Question # 4 Answer: A

Question # 5 Answer: D