Where is the administration of outbound campaigns and management of dialing lists performed?

Contact Center Multimedia Server

Which Avaya Aura® Contact Center component expands the contact center to manage internet-based contacts such as email and Web communications?

Contact Center Multimedia (CCMM)

Contact Center Manager Server (CCMS)

Contact Center Multimedia (CCMM)

Contact Center Manager Administration (CCMA)

The Data Import and Export tool is used to import bulk resources from the Windows network into the CCT database. Which file types are used to export resource configuration data from the Windows network for data analysis?

Single standard XML file or flattened XML file

Single standard HTML file or flattened HTML file

Single standard CSV file or flattened CSV file

Single standard XSD file or flattened XSD file

Which Avaya Aura® Contact Center component is the application agents used to handle voice and non- voice contacts?

Contact Center Manager Server (CCMS)

Contact Center Multimedia (CCMM)

Contact Center Manager Server (CCMS)

Contact Center Manager Administration (CCMA)

Which Avaya Aura® Contact Center component is a core component that connects to a PBX to collect incoming voice contacts, provide intelligent queuing, and collect historical data?

Contact Center Manager Server (CCMS)

Contact Center Manager Administration (CCMA)

Contact Center Multimedia (CCMM)

Contact Center Manager Server (CCMS)

Which component manages the states of contacts, agents, terminals, and addresses used for assigning contacts?

Contact Management Framework (CMF)

In a Voice and Multimedia Contact Center, incoming email messages are read from the Email server, processed using email rules, and are stored in a multimedia database. Which component, installed on Contact Center Multimedia (CCMM), connects to the Email server at regular intervals to access configured mailboxes?

the Outbound Campaign Management Tool

Which Avaya Aura® Contact Center component manages all media processing for the contact center including playing messages and collecting DTMF digits?

Avaya Aura® Media Server (AAMS)

Contact Center Manager Server (CCMS)

Communication Control Toolkit (CCT)

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

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 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 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.

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 databaseStep 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?

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

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 MultimediaAdministration 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

http://<servername>/agentdesktop where <servername> is the server name or IP Address of the Contact Center Manager Server (CCMS)

http://<servername>/agentdesktop where <servername> is the server name or IP Address of the Avaya Aura® Application Enablement Server

http://<servername>/agentdesktop 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

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".

Avaya 6211 Practice Test 1 - Free Online Exam Prep & Questions

Where are all agents used in the Avaya Aura® Contact Center POM integration administered?

Avaya IQ

Avaya Aura® Experience Portal

Avaya Proactive Outreach Manager

Contact Center Manager Administration

Comment (0)

Avaya 6211 Practice Test 1

Question

Avaya 6211 Practice Tests

Practice Tests