PDF Version DemoAvaya 6201.1 Exam Overview:
| Certification Vendor: | Avaya |
| Exam Name: | Avaya Contact Center on Avaya Aura(TM) Communication Manager and Avaya Call Management System Implementation Exam |
| Exam Number: | 6201-1 |
| Passing Score: | Not publicly disclosed by Avaya |
| Available Languages: | English |
| Related Certifications: | Avaya Aura Communication Manager Avaya Call Management System (CMS) |
| Certificate Validity Period: | 2 years |
| Exam Price: | Approx. $125 - $150 USD |
| Exam Format: | Multiple Choice, Multiple Select |
| Real Exam Qty: | 55 - 65 |
| Exam Duration: | 90 minutes |
| Recommended Training: | Avaya Official Training |
| Exam Registration: | Pearson VUE Registration Avaya Certification Portal |
| Sample Questions: | Avaya 6201.1 Sample Questions |
| Exam Way: | Proctored: Onsite at Pearson VUE centers or online proctored |
| Pre Condition: | No mandatory prerequisites; hands-on experience with Avaya Aura CM and CMS is strongly recommended |
| Official Syllabus URL: | https://support.avaya.com/certification/ |
Avaya 6201.1 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Avaya Aura Communication Manager | 25% | - Platform architecture and licensing - ACD and EAS configuration - Integration with CMS |
| Topic 2: Avaya Call Management System (CMS) Fundamentals | 20% | - Installation and configuration - CMS architecture and components - System administration and data collection |
| Topic 3: Reporting and Performance Management | 20% | - Agent, split, and service level metrics - Real-time and historical reporting - Data verification and validation |
| Topic 4: Maintenance and Troubleshooting | 15% | - Diagnostic tools and log analysis - Common implementation issues and fixes - Backup, restore, and system health |
| Topic 5: Call Routing and Vectoring | 20% | - Vector programming and VDN configuration - Call treatment and queuing logic - Skill levels and routing strategies |
Avaya Contact Center on Avaya Aura(TM) Communication Manager and Avaya Call Management System Implementation Sample Questions:
1. During implementation testing, the technician notices that the communication manager display events command shows number of entries for "Event type 30, No TTR available" upon further investigation the technician finds that the TTR has not yet been installed.
Which vector command failed (causing the Event Type 30) because there was no TTR?
A) converse-on
B) route-to-digits
C) queue-to
D) collect-digits
2. Which announcement type resides in a TN2501AP circuit pack, and supports recording locally from a telephone, or can use generated way announcement fifes?
A) Adjunct
B) Local
C) External
D) Integrated
3. 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) expected Wait Time (EWT)
B) Activate on oldest call waiting
C) VDN counted calls
D) Target service level
4. In which communication method form is the Call Distribution Method (far example, Expert agent Distribution Last Occupied Agent)
A) Agent Login ID farm
B) Hunt Group farm
C) VDN farm
D) Vector farm
5. What is the purpose of class of service (COS) administration of Contact Centre?
A) COS is used to restrict calls between incoming and outgoing trunk groups.
B) COS defines which features an agent may access.
C) COS restricts the calls a user can make and receive.
D) COS ensures that the most skilled agent receives calls first.
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: D | Question # 3 Answer: C | Question # 4 Answer: C | Question # 5 Answer: B |
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