6211 Online Practice Questions and Answers

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)

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. Terminal server

B. Corporate Web server

C. Corporate Email server

D. FTP server

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)

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

During contact handling, agents can create a callback to a customer. Where are the Agent Desktop callback minimum and maximum timers configured?

A. Agent Desktop Configuration, Default Closed Reasons

B. Agent Desktop Configuration, General Settings

C. Agent Desktop Configuration, Resources

D. Agent Desktop Configuration, User Settings

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 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

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.

When performing an immediate backup in the Contact Center Database Maintenance utility, which application is the only one that is not selected by default?

A. ССМА

B. CCMS

C. ADMIN

D. Offline