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Avaya 6202-1 Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Contact Center Core Configuration & Agent Environment Setup	24%	- 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 2: End-to-End Server Installation & Upgrade Procedures	26%	- 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 3: Avaya Aura Contact Center Core System Architecture	22%	- Hardware & Operating System Deployment Prerequisites 1. Network port, firewall and TLS certificate requirements 2. Windows Server platform compatibility specifications - Core Server Component Roles & Interconnection 1. CCMS, CCMA, CCMM and CCT Component Functions 2. SIP trunking and Aura Session Manager integration
Topic 4: Multimedia Contact Center (CCMM) Implementation	16%	- 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
Topic 5: Post-Implementation Validation, Troubleshooting & Maintenance	12%	- 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