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Avaya 6210 Practice Test - Questions Answers, Page 9

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Question 81

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

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

Explanation:

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

asked 16/09/2024
Anu V
42 questions

Question 82

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

Contact Center Multimedia (CCMM) License Service
Contact Center Multimedia (CCMM) License Service
Contact Center Multimedia (CCMM) Campaign Scheduler Service
Contact Center Multimedia (CCMM) Campaign Scheduler Service
Contact Center Multimedia (CCMM) E-mail Manager Service
Contact Center Multimedia (CCMM) E-mail Manager Service
Contact Center Multimedia (CCMM) Starter Service
Contact Center Multimedia (CCMM) Starter Service
Suggested answer: C

Explanation:

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

asked 16/09/2024
Kristina Stojanovska
42 questions

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?

Customer details are retrieved for the agent using Web services.
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 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 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.
The Contact Center application (scripting) determines how to route the contact, or in this case, present to which agent.
Suggested answer: B

Explanation:

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

asked 16/09/2024
Wojciech Romaldowski
43 questions

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?

Customized Web pages, displays to the customer.
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.
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.
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.
The External Web server determines the skillset and priority assigned to the contact.
Suggested answer: B

Explanation:

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

asked 16/09/2024
Sebastian Gryza
40 questions

Question 85

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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 route point for each email skillset
the assignment of a script 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 a vector for each email skillset
the assignment of an open queue for each email skillset
the assignment of an open queue for each email skillset
Suggested answer: A

Explanation:

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

asked 16/09/2024
Ronald DeCastro
32 questions

Question 86

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

Progressive dialing
Progressive dialing
Predetermined dialing
Predetermined dialing
Predictive dialing
Predictive dialing
Preview dialing
Preview dialing
Suggested answer: C

Explanation:

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

asked 16/09/2024
Balanavaneethan Nitharsan
29 questions

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.)

The External Message Handler
The External Message Handler
Open Queue Engine
Open Queue Engine
The Outbound Message Handler
The Outbound Message Handler
The Rules Engine
The Rules Engine
The Inbound Message Handler
The Inbound Message Handler
The Inbound Mail Handler
The Inbound Mail Handler
Suggested answer: B, E, F

Explanation:

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

asked 16/09/2024
Leandra Felipe
38 questions

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?

the Outbound Campaign Management Tool
the Outbound Campaign Management Tool
the Outbound Message Handler
the Outbound Message Handler
the Inbound Message Handler
the Inbound Message Handler
the Rules Engine
the Rules Engine
Suggested answer: A

Explanation:

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

asked 16/09/2024
Mk Cheng
43 questions

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.)

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

Explanation:

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

asked 16/09/2024
Dilara Unsal
30 questions

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

Explanation:

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

asked 16/09/2024
NSANG Cyril
34 questions
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