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 expands the contact center to manage internet-based contacts such as email and Web communications?

A. Contact Center Manager Server (CCMS)

B. Avaya Agent Desktop (AAD)

C. Contact Center Multimedia (CCMM)

D. 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?

A. Contact Center Manager Administration (CCMA)

B. Avaya Agent Desktop (AAD)

C. Contact Center Multimedia (CCMM)

D. Contact Center Manager Server (CCMS)

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?

A. the Multimedia Administrator

B. the Email Manager

C. the Multimedia Database

D. the Outbound Campaign Management Tool

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

A. Contact Center Multimedia (CCMM) License Service

B. Contact Center Multimedia (CCMM) Campaign Scheduler Service

C. Contact Center Multimedia (CCMM) E-mail Manager Service

D. 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 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.

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

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

A. GIVE IVR

B. QUEUE TO SKILLSET

C. GIVE RAN

D. GIVE MUSIC

Which Avaya Aura® Contact Center component requires the Communication Control Toolkit and Contact Center Multimedia components?

A. Avaya Agent Desktop

B. Contact Center Manager Server

C. Contact Center Manager Administration

D. Session Initiation Protocol

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

A. WC_

B. VI_

C. PO_

D. SM_

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

A. Configuration

B. Multimedia

C. Access and Partition Management

D. Contact Center Management

Users of the Outbound Campaign Management Tool require access rights to the Outbound component. Which component within the Center Manager Administration would the user be assigned Launchpad

option access?

A. Configuration

B. Access and Partition Management

C. Contact Center Management

D. Multimedia

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

A. To record the dialing of an outbound call

B. To record the state of an outbound call

C. To answer an outbound call

D. To end the outbound call

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.