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Avaya 6211 Exam Syllabus Topics:
| Topic | Details |
|---|---|
| Topic 1 |
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NEW QUESTION 31
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://<servemame>/agentdesktop where <servemame> Is the server name or IP Address of the Contact Center Manager Server (CCMS)
- B. http://<servemame>/agentdesktop where <servemame> is the server name or IP Address of the Contact Center Multimedia (CCMM) Server
- C. http://<servemame>/agentdesktop where <servemame> is the server name or IP Address of the Avaya Aura Application Enablement Server
- D. https://support.avaya.com web site
Answer: B
NEW QUESTION 32
What is required when configuring an Email skillset In the Contact Center Multimedia Administration Tool?
- A. the assignment of an open queue for each email skillset
- B. the assignment of a route point for each email skillset
- C. the assignment of a vector for each email skillset
- D. the assignment of a script for each email skillset
Answer: B
NEW QUESTION 33
In a Web Chat, for which purpose are Web on Hold and Web on Hold URLs created?
- A. Treatments given to the customer while waiting for the agent to end the chat session
- B. Treatments given to the customer while waiting for the agent to join the chat session
- C. Treatments given to the agent while waiting for the customer to join the chat session
- D. Treatments given to the customer while waiting for the agent to reply In an existing chat session
Answer: B
NEW QUESTION 34
Which tool is used to create dean up rules and scheduled tasks in Contact Center Multimedia (CCMM)?
- A. System Control and Monitor Utility
- B. Contact Center Database Maintenance Utility
- C. Control Utility
- D. CCMM Data Management
Answer: D
NEW QUESTION 35
Refer to the exhibit.
An agent Is using the Agent Desktop to take contacts from the SIP contact center and during the call the agent dicks on the double page Icon (highlighted In the box).
What agent desktop feature is the agent accessing when they dick on the double page icon?
- A. Accessing the address book
- B. Getting workitem status
- C. Transferring the call
- D. Copy the calling number from the workitem.
Answer: D
NEW QUESTION 36
Which type of dialing Is it when the outbound call is made automatically after presentation to the agent?
- A. Predetermined dialing
- B. Preview dialing
- C. Predictive dialing
- D. Progressive dialing
Answer: D
NEW QUESTION 37
Which statement about the web-based Contact Center Multimedia (CCMM) Multimedia Administration client is true?
- A. It provides administrative and management capabilities for CCMM resources.
- B. It alloes an SDK for developers to design custom Computer Telephony Integration (CTI) applications.
- C. It helps with implementing CTI for installed and browser-based client Integrations.
- D. It Is used to administer Avaya Aura Agent Desktop (MAD) and to monitor Agent performance using a browser-based Interface.
Answer: A
NEW QUESTION 38
Which Orchestration Designer intrinsic is used for Multimedia contacts?
- A. CONTACT TYPE
- B. QUIT
- C. WAIT
- D. LOG
Answer: A
NEW QUESTION 39
Which Avaya Aura Contact Center component is the application agents used to handle voice and non-voice contacts?
- A. Contact Center Multimedia (CCMM)
- B. Contact Center Manager Server (CCMS)
- C. Avaya Agent Desktop (AAD)
- D. Contact Center Manager Administration (CCMA)
Answer: C
NEW QUESTION 40
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?
- A. the Rules Engine
- B. the Outbound Message Handler
- C. the Inbound Message Handler
- D. the Outbound Campaign Management Tool
Answer: B
NEW QUESTION 41
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 will not receive data.
- B. The campaign stops functioning
- C. The campaign will not be created.
- D. The campaign will receive calls but no agent is assigned
Answer: C
NEW QUESTION 42
Which server type can be configured under Server Settings in the Contact Center Multimedia Administration tool?
- A. Inbound Mall License Server
- B. Inbound Mall Manager Server
- C. Inbound Mail Server
- D. Inbound Mail Application Server
Answer: C
NEW QUESTION 43
Which template would you assign to an Inbound skillset so it can be monitored by the POM Blending Service?
- A. Agent Template
- B. Skillset Template
- C. POM Template
- D. Blending Template
Answer: D
NEW QUESTION 44
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 da 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. The contact Is presented to the agent using the Avaya Agent Desktop.
- B. The Contact Center application (scripting) determines how to route the contact, or present to which agent.
- C. Customer details are retrieved for the agent using Web services.
- D. The newly-arrived contact is created and directed to an application using the Open
Answer: B
NEW QUESTION 45
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 [mail was sent to (skillset groups)
- B. who the Email was sent from (sender groups)
- C. what priority the Email was sent with (priority groups)
- D. specific characters, words or phrases In the Email message (keywords)
- E. when the Email was received (office hours)
Answer: B,D,E
NEW QUESTION 46
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?
- A. Single standard HTML file or flattened HTML file
- B. Single standard XML file or flattened XML file
- C. Single standard CSV file or flattened CSV file
- D. Single standard XSD file or flattened XSD file
Answer: B
NEW QUESTION 47
When analyzing life cydcle 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?
- A. Customized Web pages, with customized look and feel, and business logic must be created by the customer.
- B. Customized Web pages, displays to the customer.
- C. The External Web server determines the skillset and priority assigned to the contact.
- D. 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.
Answer: A
NEW QUESTION 48
A customer wants to implement a Voice and Multimedia Contact Center.
In addition to the Avaya Aura Contact Center (AACC) server, which two functional server types can be integrated Into the Voice and Multimedia Contact Center architecture? (Choose two.)
- A. Corporate Web server
- B. Corporate Email server
- C. Terminal server
- D. FTP server
Answer: A,B
NEW QUESTION 49
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 Email Manager
- B. the Multimedia Database
- C. the Multimedia Administrator
- D. the Outbound Campaign Management Tool
Answer: A
NEW QUESTION 50 
Refer to the exhibit.
You are creating an Advanced Screen pop In the wizard and have configured where the screen pop will launch (highlighted in the box).
Where will the screen pop launch as shown In the exhibit?
- A. Launch the screen pop externally on the user's browser
- B. Launch the screen pop Internally in the Initial screen of the Agent Desktop
- C. Launch the screen pop Internally in the tab of the Agent Desktop
- D. Launch the screen pop externally in the agent's Conferencing software
Answer: C
NEW QUESTION 51
Which three components of Email Manager work together to retrieve, determine routing, and respond to email messages sent to the contact center? (Choose three.)
- A. Open Queue Engine
- B. The Outbound Message Handler
- C. The Inbound Mail Handler
- D. The Inbound Message Handler
- E. The Rules Engine
- F. The External Message Handler
Answer: A,D,E
NEW QUESTION 52
Which Communication Control Toolkit server software component i used to import bulk resouroes from the Windows server into the CCT database?
- A. CCT Console
- B. CCT Reference Client
- C. CCT API
- D. CCT Trace Control
Answer: A
NEW QUESTION 53
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