6211 Online Practice Questions and Answers

You have installed the Avaya Aura® Contact Center software and you are now preparing to test the software connections. What are two functions of the Reference Client? (Choose two.)

A. Testing CTI connections

B. Making phone calls

C. Testing SIP connections

D. Transferring phone calls

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 XML file or flattened XML file

B. Single standard HTML file or flattened HTML file

C. Single standard CSV file or flattened CSV file

D. Single standard XSD file or flattened XSD file

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)

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.

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

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

Multimedia skillsets must be defined in the Contact Center Manager Administration (CCMA) for multimedia routing to occur. Which name convention differentiates multimedia skillsets from voice skillsets?

A. A multimedia suffix is added to the skillset name.

B. A multimedia prefix is added to the skillset name.

C. A multimedia disposition code is added to the skillset.

D. Multimedia is added to the skillset name.

You are adding an agent in Contact Center Manager Administration (CCMA) Contact Center Management. How do you add a corresponding user to the Communication Control Toolkit (CCT) as the agent is added to the Contact Center Manager Server (CCMS) database?

A. Enter the SIP address of the agent phoneset in the Voice URI field.

B. Select the "Enable CTI for this agent" option.

C. Select the "Create CCT agent" option.

D. Set the agent user type to "Supervisor/Agent".

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

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