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Last Updated: Jul 30, 2026

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Reference: http://www.avaya-news.com/learning/docs/credentialnews/ACIS-ACSS_Credential%20Guide_8_27_12_V1.pdf?trk=profile_certification_title

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Avaya 6209 Exam Syllabus Topics:

SectionObjectives
Topic 1: Avaya Aura Contact Center Architecture- Core components and system architecture
  • 1. Contact Center servers and services
    • 2. Media servers and routing architecture
      - System integration overview
      • 1. PBX and telephony integration concepts
        • 2. SIP and signaling integration basics
          Topic 2: Call Flow and Contact Routing- Outbound and blended environments
          • 1. Outbound dialing fundamentals
            • 2. Blended agent configuration
              - Inbound call processing
              • 1. Call vectoring concepts
                • 2. Queue management and priorities
                  Topic 3: Reporting and Performance Management- Contact center reporting
                  • 1. Standard reports overview
                    • 2. Real-time monitoring dashboards
                      - Performance optimization
                      • 1. Service level management
                        • 2. Agent performance metrics
                          Topic 4: System Administration and Maintenance- User and agent administration
                          • 1. User roles and permissions
                            • 2. Agent provisioning and skills assignment
                              - Monitoring and troubleshooting
                              • 1. Logging and diagnostics tools
                                • 2. System health monitoring
                                  Topic 5: Multimedia Contact Center Configuration- Multimedia channels setup
                                  • 1. Email handling configuration
                                    • 2. Chat and web interaction setup
                                      - Routing and interaction processing
                                      • 1. Skill-based routing principles
                                        • 2. Work item distribution rules
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