71201X

The Avaya 71201X exam, Avaya Aura® Contact Center Select Implementation and Maintenance Exam, focuses on the implementation and maintenance of Avaya Aura Contact Center Select. The main points revolve around these key areas:

• Deployment and Configuration: This constitutes a significant portion of the exam. Expect questions on:

  • Installing and configuring Avaya Aura Contact Center Select components.
  • Understanding system architecture and its various elements (e.g., servers, databases, applications).
  • Configuring call routing, skills-based routing, and other routing strategies.
  • Setting up and managing agent desktops and supervisor consoles.
  • Integrating with other Avaya systems and third-party applications.
  • Configuring reporting and monitoring tools.

• Troubleshooting and Maintenance: A large part of the exam will test your problem-solving abilities. You should be prepared for questions on:

  • Identifying and resolving common issues related to call routing, agent logins, and system performance.
  • Using Avaya's diagnostic tools and logs to troubleshoot problems.
  • Performing system maintenance tasks, such as backups and software updates.
  • Understanding and applying best practices for system optimization.

• Features and Functionality: You need to demonstrate a deep understanding of the Contact Center Select features. This includes:

  • Call handling and routing features (ACD, IVR, etc.).
  • Agent management and monitoring capabilities.
  • Reporting and analytics functionality.
  • Integration options with other systems such as CRM.
  • Understanding of the different licensing models.

• Security: Security considerations are crucial for any contact center system. Expect questions on:

  • Implementing security measures to protect the system and its data.
  • Understanding security best practices for Avaya Aura Contact Center Select.
  • Managing user access and permissions.

• System Architecture: A solid understanding of the underlying architecture is essential. This includes knowledge of:

  • The different components of the Avaya Aura Contact Center Select platform.
  • How these components interact with each other.
  • The role of different servers and databases.

In summary, the 71201X exam assesses your practical skills in implementing, configuring, troubleshooting, and maintaining an Avaya Aura Contact Center Select environment. Hands-on experience is crucial for success. The official Avaya documentation and training materials are essential study resources. Focus on gaining a thorough understanding of the system architecture and its functionalities, along with practical troubleshooting capabilities.