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Avaya 6202.1 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: End-to-End Server Installation & Upgrade Procedures26%- Service Pack, Release Update and migration tasks
  • 1. Pre-upgrade backup and rollback planning
    • 2. Cross-version configuration migration utilities
      - Sequential multi-server installation workflow
      • 1. License Manager deployment and entitlement activation
        • 2. CCMS database creation and post-install validation
          Topic 2: Post-Implementation Validation, Troubleshooting & Maintenance12%- System test call flows and contact handling validation
          • 1. Log collection tools for connection and routing faults
            • 2. Agent login, inbound/outbound call test procedures
              Topic 3: Avaya Aura Contact Center Core System Architecture22%- Core Server Component Roles & Interconnection
              • 1. SIP trunking and Aura Session Manager integration
                • 2. CCMS, CCMA, CCMM and CCT Component Functions
                  - Hardware & Operating System Deployment Prerequisites
                  • 1. Windows Server platform compatibility specifications
                    • 2. Network port, firewall and TLS certificate requirements
                      Topic 4: Contact Center Core Configuration & Agent Environment Setup24%- Queue management, routing scripts and vector processing
                      • 1. Open Queue licensing and feature activation
                        • 2. Priority routing, wait treatment and overflow rules
                          - Call Routing, Skill Groups and Agent Partitioning
                          • 1. Agent desktop profiles and softphone provisioning
                            • 2. Skill, skillset and supervisor group administration
                              Topic 5: Multimedia Contact Center (CCMM) Implementation16%- Email, chat and web contact channel configuration
                              • 1. Multimedia licensing and commissioning workflows
                                • 2. Multimedia workflow and contact distribution rules
                                  - Third-party CRM and database integration interfaces
                                  • 1. Real-time reporting database connection setup
                                    • 2. CTI toolkit and external data lookup configuration

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