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Last Updated: Sep 13, 2026
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Avaya 6201.1 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Maintenance, Troubleshooting & Best Practices | 15% | - Common implementation issues and fixes - Backup, restore and system health checks - Diagnostic tools and log review |
| Topic 2: ACD, Call Routing & Vectoring | 25% | - ACD, hunt groups and skill assignment - Call treatment and routing logic - Vector programming and VDN configuration |
| Topic 3: Avaya Call Management System (CMS) Overview & Architecture | 20% | - Data collection and reporting principles - CMS architecture and components - CMS installation and setup |
| Topic 4: Reporting & Performance Management | 15% | - CMS Supervisor administration - Service level and agent performance analysis - Real-time and historical reporting |
| Topic 5: Avaya Aura Communication Manager Fundamentals | 25% | - Licensing and feature overview - SAT administration basics - 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. Route-to digits
- B. Collect digits
- C. Route-to number
- D. Converse-on skill
- E. Messaging skill
Correct Answer: A,B 🗳️
CMS Supervisor user forgot their password.
What must he do to reset a password in CMS?
- A. Log in as root and execute the password command for that user.
- B. Perform a manual login from CMS Supervisor and execute the passwd command for that user.
- C. Write permission to the System Setup feature and write permission to UNIX.
- D. Log in as a CMS administrative user and execute the paaswd command for that user.
Correct Answer: A 🗳️
Which three statements describe the benefits of Best Service Routing (BSR)? (Choose three.)
- A. BSR balances and improves service across enterprise.
- B. BSR improves agent utilization.
- C. BSR creates a virtualized pool of agent resources.
- D. BSR follows a specified strategy far skill selection.
- E. BSR decreases titer workload across sites.
Correct Answer: A,B,D 🗳️
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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. cmssvc turn cms off but leave ids on, emssve switch setup; make needed changed to ACD 1
- B. All changes are made in the CM using the change cam proc screen
- C. emssve change authorizations; make needed changes to authorization
- D. cmssvc turn cms off but leave ids on; cm-save delete AC01; cmss create ACD1 with new options.
Correct Answer: A 🗳️
To configure the eri0 network device on CMS, which set of Solaris files, must be edited?
- A. /dev/eri0 and /dev/hostname.eri0
- B. /etc/hostname. Eri0 and /etc/netmasks
- C. /cms/install/net use and /cms/install/netboo.eri0
- D. /net/eri0 and/net/netmasks
Correct Answer: B 🗳️
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