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Avaya Aura® Contact Center (AACC) uses the media processing capabilities of the Avaya Aura® Media Server (AAMS) to perform functions such as conference customer and agent speech paths with media treatments. Which three statements regarding AACC and the AAMS are true? (Choose three.)
On which servers is the Enable Switchover function available when configuring Avaya Aura® Contact Center (AACC) High Availability (HA)?
A customer supplies a server that fully meets the Platform Vendor Independent (PVI) mid-range specifications for an Aura SIP – Voice and Multimedia Contact Server without Avaya Aura® Media Server (AAMS) server type. What is the maximum number of logged in agents supported for this server type?
You are installing Avaya Agent Desktop (AAD) on an agent PC. Which three Microsoft software components must be installed? (Choose three.)
You are installing a SIP-based Avaya Aura® Contact Center (AACC) with Avaya Aura® Media Server (AAMS). Which three functions/features are gained by implementing the AAMS? (Choose three.)
You have been asked to install an Avaya Aura® Contact Center High Availability (HA) solution for a customer who already has an existing AACC solution. You have installed the Standby server and entered all of the IP Address information in the HA configuration tool on the existing Primary AACC server. What is the next required step?
A systems engineer has just completed a database maintenance backup. The engineer would like to verify the success of the backup. In which default location should the engineer look to determine the success of the backup?
Which tool displays the status counts for each multimedia contact type?
After adding and configuring the Contact Center Multimedia (CCMM) server, additional reports are available to you based on information stored within the CCMM server database. Which two new report types are now available for report creation under the Public Report Template folder? (Choose two.)
A customer has Avaya Aura® Contact Center (AACC) and Avaya Aura® Unified Communications Platform Integration. For the Avaya Aura® Session Manager (ASM) to direct incoming voice contacts to the AACC, as part of the ASM and AACC configuration, which two items are configured in ASM? (Choose two.)

Question 81

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

A.
It is loaded on external database.
A.
It is loaded on external database.
Answers
B.
It is loaded on the Communication Control Toolkit (CCT) database where it creates contacts and presents them to CCMS via Open Queue.
B.
It is loaded on the Communication Control Toolkit (CCT) database where it creates contacts and presents them to CCMS via Open Queue.
Answers
C.
It is loaded on the Contact Center Manager Server (CCMS) database where it creates contacts and presents them to the CCMS via Open Queue.
C.
It is loaded on the Contact Center Manager Server (CCMS) database where it creates contacts and presents them to the CCMS via Open Queue.
Answers
D.
It is loaded on the Contact Center Multimedia (CCMM) server database where it creates contacts and presents them to CCMS via Open Queue.
D.
It is loaded on the Contact Center Multimedia (CCMM) server database where it creates contacts and presents them to CCMS via Open Queue.
Answers
Suggested answer: D

Explanation:

Reference: https://downloads.avaya.com/css/P8/documents/100093170

Question 82

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

A.
Contact Center Multimedia (CCMM) License Service
A.
Contact Center Multimedia (CCMM) License Service
Answers
B.
Contact Center Multimedia (CCMM) Campaign Scheduler Service
B.
Contact Center Multimedia (CCMM) Campaign Scheduler Service
Answers
C.
Contact Center Multimedia (CCMM) E-mail Manager Service
C.
Contact Center Multimedia (CCMM) E-mail Manager Service
Answers
D.
Contact Center Multimedia (CCMM) Starter Service
D.
Contact Center Multimedia (CCMM) Starter Service
Answers
Suggested answer: C

Explanation:

Reference: https://downloads.avaya.com/css/P8/documents/100093179 (30)

Question 83

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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?

A.
Customer details are retrieved for the agent using Web services.
A.
Customer details are retrieved for the agent using Web services.
Answers
B.
The newly-arrived contact is created and directed to an application using the Open Queue.
B.
The newly-arrived contact is created and directed to an application using the Open Queue.
Answers
C.
The contact is presented to the agent using the Avaya Agent Desktop.
C.
The contact is presented to the agent using the Avaya Agent Desktop.
Answers
D.
The Contact Center application (scripting) determines how to route the contact, or in this case, present to which agent.
D.
The Contact Center application (scripting) determines how to route the contact, or in this case, present to which agent.
Answers
Suggested answer: B

Explanation:

Reference: https://downloads.avaya.com/css/P8/documents/101059089

Question 84

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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.
Customized Web pages, displays to the customer.
A.
Customized Web pages, displays to the customer.
Answers
B.
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.
B.
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.
Answers
C.
Customized Web pages, with customized look and feel, and business logic must be created by the customer.
C.
Customized Web pages, with customized look and feel, and business logic must be created by the customer.
Answers
D.
The External Web server determines the skillset and priority assigned to the contact.
D.
The External Web server determines the skillset and priority assigned to the contact.
Answers
Suggested answer: B

Explanation:

Reference: https://downloads.avaya.com/css/P8/documents/101059089 (p.100, external web servertransactions

Question 85

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

A.
the assignment of a route point for each email skillset
A.
the assignment of a route point for each email skillset
Answers
B.
the assignment of a script for each email skillset
B.
the assignment of a script for each email skillset
Answers
C.
the assignment of a vector for each email skillset
C.
the assignment of a vector for each email skillset
Answers
D.
the assignment of an open queue for each email skillset
D.
the assignment of an open queue for each email skillset
Answers
Suggested answer: A

Explanation:

Reference: https://downloads.avaya.com/css/P8/documents/101017374

Question 86

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Which type of dialing is it when the outbound call is made automatically after presentation to the agent?

A.
Progressive dialing
A.
Progressive dialing
Answers
B.
Predetermined dialing
B.
Predetermined dialing
Answers
C.
Predictive dialing
C.
Predictive dialing
Answers
D.
Preview dialing
D.
Preview dialing
Answers
Suggested answer: C

Explanation:

Reference: https://downloads.avaya.com/elmodocs2/comm_mgr/ACD_CallCenter.pdf

Question 87

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Which three components of Email Manager work together to retrieve, determine routing, and respond to email messages sent to the contact center? (Choose three.)

A.
The External Message Handler
A.
The External Message Handler
Answers
B.
Open Queue Engine
B.
Open Queue Engine
Answers
C.
The Outbound Message Handler
C.
The Outbound Message Handler
Answers
D.
The Rules Engine
D.
The Rules Engine
Answers
E.
The Inbound Message Handler
E.
The Inbound Message Handler
Answers
F.
The Inbound Mail Handler
F.
The Inbound Mail Handler
Answers
Suggested answer: B, E, F

Explanation:

Reference: https://downloads.avaya.com/css/P8/documents/101059027

Question 88

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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?

A.
the Outbound Campaign Management Tool
A.
the Outbound Campaign Management Tool
Answers
B.
the Outbound Message Handler
B.
the Outbound Message Handler
Answers
C.
the Inbound Message Handler
C.
the Inbound Message Handler
Answers
D.
the Rules Engine
D.
the Rules Engine
Answers
Suggested answer: A

Explanation:

Reference: https://downloads.avaya.com/css/P8/documents/101059085

Question 89

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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.)

A.
the Skillset the Email was sent to (skillset groups)
A.
the Skillset the Email was sent to (skillset groups)
Answers
B.
who the Email was sent from (sender groups)
B.
who the Email was sent from (sender groups)
Answers
C.
when the Email was received (office hours)
C.
when the Email was received (office hours)
Answers
D.
what priority the Email was sent with (priority groups)
D.
what priority the Email was sent with (priority groups)
Answers
E.
specific characters, words or phrases in the Email message (keywords)
E.
specific characters, words or phrases in the Email message (keywords)
Answers
Suggested answer: B, C, E

Explanation:

Reference: https://downloads.avaya.com/css/P8/documents/101059073

Question 90

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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.
A multimedia suffix is added to the skillset name.
A.
A multimedia suffix is added to the skillset name.
Answers
B.
A multimedia prefix is added to the skillset name.
B.
A multimedia prefix is added to the skillset name.
Answers
C.
A multimedia disposition code is added to the skillset.
C.
A multimedia disposition code is added to the skillset.
Answers
D.
Multimedia is added to the skillset name.
D.
Multimedia is added to the skillset name.
Answers
Suggested answer: C

Explanation:

Reference: https://downloads.avaya.com/css/P8/documents/101059089

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