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Last Updated: Oct 21, 2026
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Avaya 6201.1 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Contact Center Configuration | - Call distribution strategies (e.g., BSR) - Routing policies and call handling - Agent and skill administration |
| Avaya Aura Communication Manager Fundamentals | - Administration and configuration basics - Call processing and routing - System architecture and components |
| Integration and Troubleshooting | - Logging and system verification - Network and system diagnostics - CM and CMS connectivity setup |
| Avaya Call Management System (CMS) | - ACD reporting and historical data - CMS architecture and connectivity - CMS administration and maintenance |
Avaya Contact Center on Avaya Aura(TM) Communication Manager and Avaya Call Management System Implementation Sample Questions:
A customer wants to optimize agent resources while also servicing calls in queue.
Which Advocate feature will meet this requirement? I
- A. Service Objective
- B. Dynamic Queue Position
- C. Percent Allocation Distribution
- D. Predicted Waft Time
Correct Answer: A 🗳️
Which three ways can be used to verify the CMS is collecting data from the Communication Manage? (Choose three)
- A. From the CMS menu, Maintenance: Error Log Report shows calls being transmitted
- B. The arrow an the CMS menu is up
- C. From the CMS menu. Maintenance Connection Status shows a link operational.
- D. The /cms/install/logdir/admin. log shows a link is operational.
- E. The /cms/pbx/3cd<#>/spi.err shows calls being transmitted.
Correct Answer: B,C,D 🗳️
A customer has 3 ACDs on CMS. ACD1 is in the Eastern time zone; ACD2 is the central time zone, and ACD3 is the Pacific Time zone. The Master clack is in the Central time zone. The users look at a historical daily report for ACD3 and the total calls are less than the interval totals for the same skill and date.
Which statement describes why they do not match?
- A. The nightly archiver far ACD3 ran before the day ended and only archived part of the day.
- B. The nightly archiver for ACD3 failed to run successfully.
- C. The nightly backup was in contention far the nightly archiver for ACD3.
- D. The nightly archivers far ACD1 and ACD2 have not complete yet.
Correct Answer: A 🗳️
The quick credit call center management has described to move to 24 hour support for same center operations. Because the standard practice has always been to start each vector with the same 5 steps to test for working hours, making the change will require modifying almost all of the vectors.
While making the changes, what can be done to make the future changes easier and more efficient?
- A. Add vector variables to each vector to test for working hours.
- B. Create vector subroutine that can be used in all vectors that have the same working hours
- C. Redesign the routing so all calls funnel through a signal vector
- D. Change announcements for each skill to include working hours and advice callers to hang up if not calling during those hours.
Correct Answer: B 🗳️
Which two statements about CMS and CM connectivity are true? (Choose two)
- A. The switch and CMS can he connected through a network.
- B. If the switch uses a CLAN card, the switch must be direct-connected to the CMS
- C. If the switch uses a processor Ethernet instead of a CLAN card, it must use a direct connect to the CMS through a network.
- D. The switch can have a direct-connect to the CMS
Correct Answer: A,B 🗳️
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