Which service contains the Inbound Message Handler (IMH) component?

Contact Center Multimedia (CCMM) E-mail Manager Service

Contact Center Multimedia (CCMM) License Service

Contact Center Multimedia (CCMM) Campaign Scheduler Service

Contact Center Multimedia (CCMM) E-mail Manager Service

Contact Center Multimedia (CCMM) Starter Service

When analyzing life cycle of an outbound contact in Avaya Aura® Contact Center:Step 1 shows outbound campaigns are created in the OCMT and loaded into the CCMM database Step 2 states that each call in the outbound campaign triggers a 'contact arrived' message. What is Step 3 in the life cycle of an outbound contact in Avaya Aura® Contact Center?

The newly-arrived contact is created and directed to an application using the Open Queue.

Customer details are retrieved for the agent using Web services.

The newly-arrived contact is created and directed to an application using the Open Queue.

The contact is presented to the agent using the Avaya Agent Desktop.

The Contact Center application (scripting) determines how to route the contact, or in this case, present to which agent.

When analyzing life cycle of a Web Chat contact in Avaya Aura® Contact Center:Step 1 states the Contact Center Multimedia receives contacts from the External Web server through the Contact Center Multimedia Web services, Step 2 states that the Web services provide a Java API that enables contacts to be written into the Contact Center Multimedia database, retrieved from the database, and have their status queried. What is Step 3 in the life cycle of a Web Chat contact in Avaya Aura® Contact Center?

A set of sample pages is distributed with Contact Center Multimedia to provide Java Server Pages (JSP) script examples of how a Web server can access the Web services.

Customized Web pages, displays to the customer.

A set of sample pages is distributed with Contact Center Multimedia to provide Java Server Pages (JSP) script examples of how a Web server can access the Web services.

Customized Web pages, with customized look and feel, and business logic must be created by the customer.

The External Web server determines the skillset and priority assigned to the contact.

What is required when configuring an Email skillset in the Contact Center Multimedia Administration Tool?

the assignment of a route point for each email skillset

the assignment of a script for each email skillset

the assignment of a vector for each email skillset

the assignment of an open queue for each email skillset

When handling Contact Center Multimedia (CCMM) Email contact, which component logs on to the outbound mailboxes on the Email server and sends out messages such as Auto-acknowledgements, Auto-replies, or Agent composed replies?

the Outbound Campaign Management Tool

When configuring Contact Center Multimedia (CCMM) Email routing, you can create user-defined rules to determine how the email contact will be routed. Which three routing options can be applied? (Choose three.)

who the Email was sent from (sender groups)

when the Email was received (office hours)

specific characters, words or phrases in the Email message (keywords)

the Skillset the Email was sent to (skillset groups)

who the Email was sent from (sender groups)

when the Email was received (office hours)

what priority the Email was sent with (priority groups)

specific characters, words or phrases in the Email message (keywords)

Multimedia skillsets must be defined in the Contact Center Manager Administration (CCMA) for multimedia routing to occur. Which name convention differentiates multimedia skillsets from voice skillsets?

A multimedia disposition code is added to the skillset.

A multimedia suffix is added to the skillset name.

A multimedia prefix is added to the skillset name.

A multimedia disposition code is added to the skillset.

Multimedia is added to the skillset name.

During the Avaya Aura® Contact Center Agent Desktop installation the CCT Log Level was set to Off.Which page allows you to change the CCT Log Level settings if a configuration mistake was made during installation?

Agent Desktop Configuration, General Settings, Advanced Settings

Agent Desktop Configuration, General Settings

Agent Desktop Configuration, User Settings

Agent Desktop Configuration, Resources

You need to install Avaya Agent Desktop (AAD) on an Agent's desktop computer. Which URL location will you enter to access the AAD Web page to start the AAD installation?

https://support.avaya.com web site

Error! Hyperlink reference not valid. where <servername> is the server name or IP Address of the Contact Center Manager Server (CCMS)

Error! Hyperlink reference not valid. where <servername> is the server name or IP Address of the Avaya Aura® Application Enablement Server

Error! Hyperlink reference not valid. where <servername> is the server name or IP Address of the Contact Center Multimedia (CCMM) Server

https://support.avaya.com web site

During contact handling, agents can create a callback to a customer. Where are the Agent Desktop callback minimum and maximum timers configured?

Agent Desktop Configuration, User Settings

Agent Desktop Configuration, Default Closed Reasons

Agent Desktop Configuration, General Settings

Agent Desktop Configuration, Resources

Agent Desktop Configuration, User Settings

Refer to the exhibit. You are creating an Advanced Screenpop in the wizard and have configured where the screenpop will launch (highlighted in the box). Where will the screenpop launch as shown in the exhibit?

Launch the screenpop internally in the tab of the Agent Desktop

Launch the screenpop externally on the user's browser

Launch the screenpop externally in the agent's Conferencing software

Launch the screenpop internally in the initial screen of the Agent Desktop

Which Avaya Aura® Contact Center component requires the Communication Control Toolkit and Contact Center Multimedia components?

Contact Center Manager Administration

Refer to the exhibit. An agent is using the Agent Desktop to take contacts from the SIP contact center and during the call the agent clicks on the double page icon (highlighted in the box). What agent desktop feature is the agent accessing when they click on the double page icon?

Copy the calling number from the workitem

You are adding an agent in Contact Center Manager Administration (CCMA) Contact Center Management. How do you add a corresponding user to the Communication Control Toolkit (CCT) as the agent is added to the Contact Center Manager Server (CCMS) database?

Set the agent user type to "Supervisor/Agent".

Enter the SIP address of the agent phoneset in the Voice URI field.

Select the "Enable CTI for this agent" option.

Select the "Create CCT agent" option.

Set the agent user type to "Supervisor/Agent".

You have been asked to generate outbound and multimedia reports based on data stored within the Contact Center Multimedia (CCMM) database. You must also access multimedia data sources through the Report Creation Wizard for reporting customization. The CCMM server has been added through the Contact Center Manager Administration (CCMA). Which additional step is required to complete this task?

Assign the CCMM server as a reporting server for the Contact Center Manager Server (CCMS).

Add the Communication Control Toolkit (CCT) server through the CCMA.

Add the Microsoft Exchange server through the CCMA.

Assign the CCT server as a reporting server for the CCMS.

Which server type can be configured under Server Settings in the Contact Center Multimedia Administration tool?

Inbound Mail Application Server

When verifying the Communication Control Toolkit (CCT) server was added during installation to the configuration page of the Contact Center Manager Administration (CCMA), which server is associated with the CCT server?

Contact Center Multimedia (CCMM)

Contact Center Manager Administration (CCMA)

Contact Center Manager Server (CCMS)

Which component is used to add servers in Contact Center Manager Administration (CCMA)?

Access and Partition Management

You need to launch the CCT Web Administration Client to perform administrative tasks. How do you access the CCT Web Administration Client?

On the CCMA Launchpad select: Configuration > Select the CCT server > click CCT Administration > Click the links.

Open a web browser and browse to Error! Hyperlink reference not valid., where <servername> is the name of the CCMS server.

On the Avaya Aura® Contact Center (AACC) server click: Start > Avaya > Contact Center > Communication Control Toolkit > Ref Client.

On the System Control and Monitor utility > select the CCT tab > click Launch CCT Console button.

Which statement about the web-based Contact Center Multimedia (CCMM) Multimedia Administration client is true?

It is used to administer Avaya Aura® Agent Desktop (AAAD) and to monitor Agent performance using a browser-based interface.

It helps with implementing CTI for installed and browser-based client integrations.

It provides administrative and management capabilities for CCMM resources.

It allows an SDK for developers to design custom Computer Telephony Integration (CTI) applications.

Refer to the exhibit. A customer is using Contact Center Multimedia (CCMM) to provide Web Services or integrating Web Chat with their Contact Center. They have created a DMZ to protect the Avaya Aura® Contact Center (AACC) server and the Corporate Web Server by deploying a Corporate Firewall and a Web Application Firewall. What is the recommended placement of the AACC Voice and Multimedia server in relation to the Corporate Web Server where the customer facing Web Chat Application resides?

Place the AACC Server inside the DMZ between the Corporate Firewall and the Web Application Firewall. Place the Corporate Web Server inside the Web Application Firewall.

Place both the AACC Server and the Corporate Web Server outside of the Corporate Firewall.

Place both the AACC Server and the Corporate Web Server inside the DMZ between the Corporate Firewall and the Web Application Firewall.

Place the AACC Server inside of the Web Application Firewall. Place the Corporate Web Server inside the DMZ between the Corporate Firewall and the Web Application Firewall.

In a Web Chat, for which purpose are Web on Hold and Web on Hold URLs created?

Treatments given to the customer while waiting for the agent to join the chat session

Treatments given to the customer while waiting for the agent to end the chat session

Treatments given to the customer while waiting for the agent to join the chat session

Treatments given to the customer while waiting for the agent to reply in an existing chat session

Treatments given to the agent while waiting for the customer to join the chat session

Users of the Outbound Campaign Management Tool require access rights to the Outbound component. Which component within the Center Manager Administration would the user be assigned Launchpad option access?

Access and Partition Management

Agents will use Disposition Codes after closing an outbound contact. For which purpose is a disposition code used by agents?

To record the dialing of an outbound call

To record the state of an outbound call

Avaya 6210 Practice Test 3 - Free Online Exam Prep & Questions

A Contact Center Supervisor is creating an outbound campaign. Where is the outbound campaign loaded?

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Avaya 6210 Practice Test 3

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