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

A Contact Center Supervisor is creating an outbound campaign. Where is the outbound campaign loaded?

A. It is loaded on external database.

B. It is loaded on the Communication Control Toolkit (CCT) database where it creates contacts and presents them to CCMS via Open Queue.

C. It is loaded on the Contact Center Manager Server (CCMS) database where it creates contacts and presents them to the CCMS via Open Queue.

D. It is loaded on the Contact Center Multimedia (CCMM) server database where it creates contacts and presents them to CCMS via Open Queue.

What is required when configuring an Email skillset in the Contact Center Multimedia Administration Tool?

A. the assignment of a route point for each email skillset

B. the assignment of a script for each email skillset

C. the assignment of a vector for each email skillset

D. the assignment of an open queue for each email skillset

During the Avaya Aura® Contact Center Agent Desktop installation the CCT Log Level was set to Off. Which page allows you to change the CCT Log Level settings if a configuration mistake was made during installation?

A. Agent Desktop Configuration, General Settings, Advanced Settings

B. Agent Desktop Configuration, General Settings

C. Agent Desktop Configuration, User Settings

D. Agent Desktop Configuration, Resources

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

You have launched the Contact Center Multimedia (CCMM) Administration utility. Which three settings can be configured on the CCMM Administration General Administration page? (Choose three.)

A. Web Comms

B. Agent

C. Skillset

D. Server

E. Email

When creating an Advanced Screenpops in the wizard you choose a screenpop launch event. What are the two launch event options? (Choose two.)

A. Call setup

B. Dialing

C. Active

D. Alerting

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

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