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Question 21

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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
DOMINIC FERNANDEZ
45 questions

Question 22

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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
Zakaria Boujli
32 questions

Question 23

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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
TRAORE Issa
41 questions

Question 24

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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
Bobby Pick
40 questions

Question 25

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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
Venish Arumugam
41 questions

Question 26

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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
Joyce Ann Devilles
43 questions

Question 27

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During the design of the Outbound Campaign, the administrator chooses between two types of dialing. Which two types of dialing options are available when designing the Outbound Campaign? (Choose two.)

Preview dialing
Preview dialing
Progressive dialing
Progressive dialing
Predictive dialing
Predictive dialing
Predetermined dialing
Predetermined dialing
Suggested answer: A, C
Explanation:

Reference: https://downloads.avaya.com/css/P8/documents/100093170 (9)


asked 16/09/2024
Ibrahim mazou Ismael
52 questions

Question 28

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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, Advanced Settings
Agent Desktop Configuration, General Settings
Agent Desktop Configuration, General Settings
Agent Desktop Configuration, User Settings
Agent Desktop Configuration, User Settings
Agent Desktop Configuration, Resources
Agent Desktop Configuration, Resources
Suggested answer: A
Explanation:

Reference: https://downloads.avaya.com/css/P8/documents/100142076

asked 16/09/2024
frederic dohen
40 questions

Question 29

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Which Orchestration Designer intrinsic is used for

Multimedia contacts?

CONTACT TYPE
CONTACT TYPE
QUIT
QUIT
LOG
LOG
WAIT
WAIT
Suggested answer: A
Explanation:

Reference: https://support.avaya.com/forums/showthread.php?p=23972


asked 16/09/2024
khalid Hassan
38 questions

Question 30

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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?

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 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 Avaya Aura® Application Enablement Server
http://<servername>/agentdesktop where <servername> is the server name or IP Address of the Contact Center Multimedia (CCMM) 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
https://support.avaya.com web site
Suggested answer: D
Explanation:

Reference: https://downloads.avaya.com/css/P8/documents/101074710 (12)


asked 16/09/2024
Rahul Biradavolu
46 questions
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Related questions

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?
Which Avaya Aura® Contact Center component manages all media processing for the contact center including playing messages and collecting DTMF digits?
Which Avaya Aura® Contact Center component is required for Contact Center Multimedia deployment?
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 manages the states of contacts, agents, terminals, and addresses used for assigning contacts?
Which tool displays the status counts for each multimedia contact type?
Which tool is used to create cleanup rules and scheduled tasks in Contact Center Multimedia (CCMM)?
When analyzing life cycle of a Web Chat contact in Avaya Aura&reg; 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&reg; Contact Center?
A customer with Contact Center Multimedia (CCMM) needs to create, modify, and monitor outbound campaigns. Which CCMM tool, accessed from the Contact Center Manager Administration (CCMA) application, provides this functionality?
A user is assigning a skillset to a call while creating a new outbound campaign. What is the result if the skillset field is left blank?