6209 Online Practice Questions and Answers

A technician has been asked to generate outbound and multimedia reports based on data stored within the Contact Center Multimedia (CCMM) database. The technician must also access multimedia data sources through the Report Creation

Wizard for reporting customization. The CCMM server has been added to the Contact Center Manager Administration (CCMA).

Which additional step is required to complete this task?

A. Assign the CCMM server as a reporting server for the Contact Center Manager Server (CCMS)

B. Add the Communication Control Toolkit (CCT) server to the CCMA

C. Add the Microsoft Exchange server to the CCMA

D. Assign the CCT server as a reporting server for the CCMS

You have completed the co-resident installation including Contact Center Manager Administration (CCMA), Contact Center Manager Server (CCMS) and Communication Control Toolkit (CCT). What action is required to set the deployment type in the CCT console?

A. Select the standalone CCT installation (Contact Center only) where CCMM is part of the solution and the OpenQ feature is enabled on the CCMM

B. Select the CCT Installation (Contact Center only) co-resident where CCMM is not part of the solution and the OpenQ feature is disabled on the CCMS

C. If CCT is installed co-resident with CCMS, the setting is configured automatically, no action is required to set the deployment type

D. Select the standalone CCT installation (Contact Center or Knowledge Worker) where CCMM is not part of the solution and the OpenQ feature is disabled on

A customer is using Contact Center Multimedia (CCMM) to provide web services for integrating with their Contact Center. They have three domains, one contains Contact Manager Server (CCMS), one contains Communication Control Toolkit (CCT) and one contains Avaya Aura Agent Desktop (AAAD). Which two statements describe the conditions that are required? (Choose two).

A. The AAAD domain must have a two-way trust relationship with CCMM domain

B. The CCT domain must have a two-way trust relationship with both the CCMM and the AAAD domains

C. The CCMM domain must have a two-way trust relationship with both the CCT and the AAAD domains

D. The CCT and CCMM servers must be in a different domain to the AAAD users

When verifying the Contact Center Multimedia (CCMM) installation, how would you verify the multimedia database?

A. Browse to http:///csp/multimedia/ws.Contact.cls and verify the Web Service ws.Contact Web Page

B. Ensure that the CCMM services are running

C. Open the Database Maintenance utility and select "verify database"

D. Use the Reference Client to send and receive a Multimedia type contact

A new install of Contact Center Multimedia (CCMM) is configured properly and is operational. The technician wants to perform a backup of the CCMM database. Which tool is used to perform the backup?

A. Database Maintenance utility

B. RefClient

C. High Availability

D. Data export utility

It is recommended that third-party software not be installed on a Communication Control Toolkit (CCT) server because untested third-party software compromises the system performance. What is an exception to this rule?

A. Screen savers

B. Microsoft Office suite

C. Antivirus software

D. Disk compression utilities

A technician needs to install Avaya Aura Contact Center Communication Control Toolkit (CCT) in a standalone application on a customer supplied server that has 4GB RAM installed. Which action should be taken?

A. Accept the server because the RAM provided meets the recommended minimum

B. Inform the customer that the minimum recommended RAM for this installation is 6 GB

C. Inform the customer that the minimum recommended RAM for this installation is 8 GB

D. Use the Capacity Assessment Tool (Cap Tool) to verify that the 4GB RAM provided with the server meets the contact center capacity requirements

A customer has multiple Contact Center Manager Server (CCMS) servers which arefinetworked and operate as a single distributed contact center. Which component manages the Network Skill-based Routing configuration and communication between the servers?

A. Network Contact Center

B. Network Capacity Center

C. Network Control Center

D. Network Communication Center

A technician has installed Contact Center Multimedia (CCMM) in the contact center and will use Avaya Aura Agent Desktop (AAAD) to respond to customer e-mail contacts. Which three e-mail features are available in the AAAD? (Choose three).

A. Address book

B. Voting buttons

C. Expires after setting

D. Suggested responses

E. Autosignature

A customer with Contact Center Multimedia (CCMM) installed needs to create, modify and monitor outbound campaigns. Which CCMM tool, accessed from the Contact Center Management Administration (CCMA) application can provide this functionality?

A. The Multimedia Contact manager

B. The Contact Center Multimedia Administrator

C. The E-mail Manager

D. The Outbound Campaign management Tool