6210

The Avaya 6210 exam, typically titled something like "Avaya Aura® Contact Center Select Implementation and Maintenance Exam" (the exact title might vary slightly depending on the version), focuses on your ability to implement, maintain, and troubleshoot Avaya Aura Contact Center Select solutions. The main points generally revolve around these key areas:

• Avaya Aura Contact Center Select Architecture: A deep understanding of the system architecture is crucial. This includes understanding the various components (e.g., AACC, AES, CMS, CVP, etc.), their interactions, and how they contribute to the overall functionality of the contact center. You'll need to know how to configure and manage these components.

• System Configuration and Management: This is a major portion of the exam. Expect questions on configuring and managing various aspects of the system, including:

  • Skill Groups and Agents: Defining skills, assigning agents to skills, managing agent states (available, not available, logged out, etc.).
  • Routing and Queues: Understanding and configuring call routing strategies (e.g., skills-based routing, priority routing), managing queues, and setting up queue behavior.
  • ACD (Automatic Call Distributor) Configuration: This involves understanding and configuring call distribution mechanisms.
  • Reporting and Monitoring: Knowing how to access and interpret system reports to monitor performance and identify potential issues.
  • System Administration: Tasks like user management, security configuration, and system maintenance.

• Troubleshooting and Problem Solving: A significant portion of the exam will test your ability to diagnose and resolve common issues within the Avaya Aura Contact Center Select environment. This includes:

  • Call Flow Issues: Identifying bottlenecks and resolving problems related to call routing and agent availability.
  • System Errors and Alerts: Understanding system alerts and logs to identify and resolve system problems.
  • Agent Issues: Troubleshooting issues faced by agents, such as login problems, inability to receive calls, and reporting errors.

• Integration with other systems: Understanding how Avaya Aura Contact Center Select integrates with other systems, such as CRM, IVR, and other applications, is important.

• Security: Basic knowledge about security aspects of the system, including user authentication and authorization, is expected.

In summary: The Avaya 6210 exam is heavily practical, focusing on your ability to configure, manage, and troubleshoot a real-world Avaya Aura Contact Center Select deployment. Hands-on experience with the system is essential for success. Reviewing the official Avaya documentation and taking practice exams is highly recommended.