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Avaya 6211 Practice Test - Questions Answers, Page 2

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Question 11

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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?

Question 12

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You have installed an Avaya Aura® Contact Center (AACC) system with Communication Control Toolkit (CCT) and Contact Center Multimedia (CCMM). Which component is responsible for pushing the non-voice

Question 13

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

Question 14

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Which Avaya Aura® Contact Center component is required for Contact Center Multimedia deployment?

Question 15

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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

Question 16

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

Question 17

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

Question 18

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

Question 19

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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 ca

Question 20

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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

Related questions

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?

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

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

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?

Which section under the Agent Desktop Configuration would allow Agent Desktop to move to the front upon arrival of a new contact?

When creating an Advanced Screenpops in the wizard you choose a screenpop launch event. What are the two launch event options? (Choose two.)

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

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?

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

Which Orchestration Designer Call Processing commands may be used in an application designed for Outbound contact routing?

Question 11

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 Administration (CCMA)

Avaya Agent Desktop (AAD)

Contact Center Multimedia (CCMM)

Contact Center Manager Server (CCMS)

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You have installed an Avaya Aura® Contact Center (AACC) system with Communication Control Toolkit (CCT) and Contact Center Multimedia (CCMM). Which component is responsible for pushing the non-voice contacts to Avaya Aura® Agent Desktop?

????

CCMSC. CCT

C?MA

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Question 13

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

CCT Client Applications

Contact Management Framework (CMF)

CCT API

SIP Connector

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Question 14

Which Avaya Aura® Contact Center component is required for Contact Center

Multimedia deployment?

API Server

Agent Desktop

SIP Connector

Avaya Aura® Media Server

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Question 15

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 Multimedia Administrator

the Email Manager

the Multimedia Database

the Outbound Campaign Management Tool

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Question 16

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)

SIP

Communication Control Toolkit (CCT)

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Question 17

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 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.

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Question 18

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

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

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Question 19

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.

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.

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Question 20

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.

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.

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