6211 Online Practice Questions and Answers

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

A. Contact Center Multimedia Server

B. Avaya Aura® Contact Center

C. Avaya Proactive Outreach Manager

D. Avaya Aura® Media Server

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

A. Contact Center Multimedia (CCMM)

B. Avaya Agent Desktop (AAD)

C. Contact Center Manager Server (CCMS)

D. Contact Center Manager Administration (CCMA)

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

A. CCT Client Applications

B. Contact Management Framework (CMF)

C. CCT API

D. SIP Connector

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?

A. Customer details are retrieved for the agent using Web services.

B. The newly-arrived contact is created and directed to an application using the Open Queue.

C. The contact is presented to the agent using the Avaya Agent Desktop.

D. The Contact Center application (scripting) determines how to route the contact, or in this case, present to which agent.

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.)

A. the Skillset the Email was sent to (skillset groups)

B. who the Email was sent from (sender groups)

C. when the Email was received (office hours)

D. what priority the Email was sent with (priority groups)

E. specific characters, words or phrases in the Email message (keywords)

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.)

A. Preview dialing

B. Progressive dialing

C. Predictive dialing

D. Predetermined dialing

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?

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

B. http:///agentdesktop where is the server name or IP Address of the Avaya Aura® Application Enablement Server

C. http:///agentdesktop where is the server name or IP Address of the Contact Center Multimedia (CCMM) Server

D. https://support.avaya.com web site

A Contact Center Agent provisioned for Multimedia contacts has forgotten their password. Which Contact Center Multimedia (CCMM) Administration screen contains the function to reset the Agent's password?

A. General Settings

B. Agent Settings

C. Server Settings D. Skillset Settings

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

A. New Contact Presentation

B. Hot Desking

C. Logoff Terminal State

D. Maximum Open Duration

Which server type can be configured under Server Settings in the Contact Center Multimedia Administration tool?

A. Inbound Mail License Server

B. Inbound Mail Server

C. Inbound Mail Manager Server

D. Inbound Mail Application Server

You need to launch the CCT Web Administration Client to perform administrative tasks. How do you access the CCT Web Administration Client?

A. On the CCMA Launchpad select: Configuration > Select the CCT server > click CCT Administration > Click the links.

B. Open a web browser and browse to http:///CCTConsole, where is the name of the CCMS server.

C. On the Avaya Aura® Contact Center (AACC) server click: Start > Avaya > Contact Center > Communication Control Toolkit > Ref Client.

D. On the System Control and Monitor utility > select the CCT tab > click Launch CCT Console button.

Multimedia skillsets must be defined in the Contact Center Manager Administration (CCMA) for multimedia routing to occur. Which multimedia prefix is used for an Outbound skillset?

A. IM_

B. EM_

C. OB_

D. VM_

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?

A. Place the AACC Server inside the DMZ between the Corporate Firewall and the Web Application Firewall. Place the Corporate Web Server inside the Web Application Firewall.

B. Place both the AACC Server and the Corporate Web Server outside of the Corporate Firewall.

C. Place both the AACC Server and the Corporate Web Server inside the DMZ between the Corporate Firewall and the Web Application Firewall.

D. Place the AACC Server inside of the Web Application Firewall. Place the Corporate Web Server inside the DMZ between the Corporate Firewall and the Web Application Firewall.

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?

A. The campaign stops functioning.

B. The campaign will not be created.

C. The campaign will not receive data.

D. The campaign will receive calls but no agent is assigned.

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. the Outbound Campaign Management Tool

B. the CCMA

C. the Multimedia Contact Manager

D. the E-mail Manager