Exam Name: Avaya Contact Center on Avaya Aura(TM) Communication Manager and Avaya Call Management System Implementation Exam
Certification Provider: Avaya
Corresponding Certification: Avaya-Certification
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Updated: Sep 14, 2026
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Avaya 6201-1 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Avaya Call Management System (CMS) | - CMS administration and maintenance - ACD reporting and historical data - CMS architecture and connectivity |
| Avaya Aura Communication Manager Fundamentals | - System architecture and components - Call processing and routing - Administration and configuration basics |
| Contact Center Configuration | - Routing policies and call handling - Agent and skill administration - Call distribution strategies (e.g., BSR) |
| Integration and Troubleshooting | - Network and system diagnostics - CM and CMS connectivity setup - Logging and system verification |
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. Dynamic Queue Position
- B. Predicted Waft Time
- C. Service Objective
- D. Percent Allocation Distribution
Correct Answer: C 🗳️
In an active non-Expert agent selection (AES) environment, what is each hunt group known as?
- A. Agent
- B. Split
- C. Skill
- D. Vector
Correct Answer: B 🗳️
Explanation: Only visible for ITCertMagic members. You can sign-up / login (it's free).
A customer just upgraded their CMS to release R16 from release Rt4. The switch is release CM4 and is not going to be upgraded to CM 6 until next week When the switch is upgraded, what needs to happen before the link will come up using the CM6 protocol?
- A. Only the switch release in the CMS needs to be changed to CM6.
- B. Only the reporting adjunct in the switch needs to be changed to R16 CMS.
- C. Both the reporting adjunct the switch and the switch release in the CMS need to be updated
- D. It is not necessary far either the reporting adjunct or the switch release to change.
Correct Answer: C 🗳️
To activate, which three options require an Avaya authorization password? (Choose three)
- A. the number of users that can be administered in the CMS
- B. the number of agents that the CMS can report on
- C. features assigned to each user
- D. simultaneous CMS Supervisor logins
- E. the number of ACDs that the CMS system can monitor
Correct Answer: B,D,E 🗳️
Explanation: Only visible for ITCertMagic 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; cm-save delete AC01; cmss create ACD1 with new options.
- C. All changes are made in the CM using the change cam proc screen
- D. cmssvc turn cms off but leave ids on, emssve switch setup; make needed changed to ACD 1
Correct Answer: D 🗳️
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