6209 Online Practice Questions and Answers

A network drive is being mapped that will be used to setup the Contact Center Multimedia database. The following information is provided:

The Contact Center Multimedia server name is CCMM001 The Contact Center Multimedia server IP address is 192.167.140.15 The backup server name is backup004 The backup server IP address is 192.167.140.20 The backup folder name is dbbackup

What is the UNC path for the mapped network drive?

A. \192.167.140.15\dbbackup

B. \CCMM001\dbbackup

C. \192.167.140.20\dbbackup

D. \dbbackup\backup004

A technician has installed Contact Center Multimedia (CCMM) within the Contact Center environment. Multimedia skillsets must be defined in the Contact Center Administration (CCMA) for multimedia routing to occur. What name convention differentiates multimedia skillsets from voice skillsets?

A. Add a multimedia suffix to the skillset name

B. Add a multimedia prefix to the skillset name

C. Add a multimedia disposition code to the skillset name

D. Add multimedia to the skillset name.

The technician has installed a Contact Center multimedia (CCMM)email and web services to the Contact Center solution. What do the customers email and web server connect to?

A. Customer LAN

B. Contact Center Server Subnet

C. Customer server ELAN

D. Contact Center Server ELAN

A technician has been asked to generate outbound and multimedia reports based on data stored within the Contact Center Multimedia (CCMM) database. The technician must also access multimedia data sources through the Report Creation

Wizard for reporting customization. The CCMM server has been added to the Contact Center Manager Administration (CCMA).

Which additional step is required to complete this task?

A. Assign the CCMM server as a reporting server for the Contact Center Manager Server (CCMS)

B. Add the Communication Control Toolkit (CCT) server to the CCMA

C. Add the Microsoft Exchange server to the CCMA

D. Assign the CCT server as a reporting server for the CCMS

Which statement about Contact Center Multimedia is true?

A. It allows SDK for developers to refine Computer Telephony Integration (CTI) applications

B. It allows supervisors and contact center administrators to manage multimedia traffic

C. It helps with implementing CTI for installs and browser based web integration

D. It is used to administer the server and to monitor contact center performance using a browser based interface

A new install of Contact Center Multimedia (CCMM) is configured properly and is operational. The technician wants to perform a backup of the CCMM database. Which tool is used to perform the backup?

A. Database Maintenance utility

B. RefClient

C. High Availability

D. Data export utility

What is the sequence that components use when handling the routing on an E-mail contact with Avaya Aura Contact Center?

A. E-mailManager> Multimedia Contact Manager Client > CCMM Database > CMS

B. E-mailManager> CCMM Database > Multimedia Contact Manager Client > CMS

C. CCMM Database > E-mailManager> Multimedia Contact Manager Client > CMS

D. CCMM Database > Multimedia Contact Manager Client > E-mailManager> CMS

You have installed an Avaya Aura Contact Center System with Communication Control Toolkit (CCT) and Contact Center Multimedia (CCMM). The customer has started using an outbound campaign, but an available agent is not presented in outbound contacts. Which component presents the outbound contacts to the agent through Avaya Aura Agent Desktop?

A. CCMS

B. CCT

C. CCMM

D. CCMA

A technician has completed a Communication Control Toolkit (CCT) installation. What post install task must be undertaken in order to prevent undesirable issues which may interfere with normal operation of the contact center?

A. Disable TCP port

B. Disable Simple Network Management Protocol

C. Disable the Secure Access Link

D. Disable Java Runtime Environment updates

A customer has multiple Contact Center Manager Server (CCMS) servers which arefinetworked and operate as a single distributed contact center. Which component manages the Network Skill-based Routing configuration and communication between the servers?

A. Network Contact Center

B. Network Capacity Center

C. Network Control Center

D. Network Communication Center

A technician is installing the Avaya Aura Agent Desktop (AAAD) on an agent computer. Contact Center Multimedia (CCMM) is not installed on this solution. When browsing, where can the AAAD installation page be found?

A. http:///agentdesktop where is the server name or IP address of the Contact Center Manager Administration server

B. http:///agentdesktop where is the server name or IP address of the Contact Center Multimedia server

C. http:///agentdesktop where is the server name or IP address of the Communication Control Toolkit server

D. http://support.avaya.com Web site

A technician has installed Communication Control Toolkit (CCT) and wants to import Windows users from the customers network. In order to import Windows domain users into the CCT database, what two criteria must exist between the CCT server and the Windows Domain Controller? (Choose two).

A. The users are local users on the Communication Control Toolkit server

B. The Windows users are in the same domain as the Communication Control Toolkit server

C. A two-way trust relationship is configured between the Window user's domain Communication Control Toolkit server's domain

D. The Windows users are in a separate and untrusted domain from the Communication Control Toolkit server

E-mail server contacts are retrieved from a POP3 capable email server using the Inbound Message Handler (IMH). The IMH runs at regular intervals. Which two settings can be configured for IMH? (Choose two).

A. Time between intervals

B. E-mail message response threshold

C. Number of e-mails retrieved from the mailbox during each run

D. Callback minimum and maximum timers

A technician has installed Contact Center Multimedia (CCMM) in the contact center and will use Avaya Aura Agent Desktop (AAAD) to respond to customer e-mail contacts. Which three e-mail features are available in the AAAD? (Choose three).

A. Address book

B. Voting buttons

C. Expires after setting

D. Suggested responses

E. Autosignature

After adding and configuring the Contact Center Multimedia (CCMM) server, additional reports are available to you based on information stored in the CCMM server database. What two new report types are now available for Report Creation under the public report template folder? (Choose two)

A. Call-by-Call Reports

B. Multimedia reports

C. Configuration Reports

D. Agent Performance Reports

E. Outbound Reports

F. Contact Summary Reports