6211 Online Practice Questions and Answers

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 Multimedia Administrator

B. the Email Manager

C. the Multimedia Database

D. the Outbound Campaign Management Tool

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

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.

Which Orchestration Designer intrinsic is used for Multimedia contacts?

A. CONTACT TYPE

B. QUIT

C. LOG

D. WAIT

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".

When you installed the Contact Center software, a set of default or sample applications are installed. Which are two of the three default or sample applications? (Choose two.)

A. ContactFlow

B. Primary

C. Secondary

D. MultimediaFlow

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

When verifying the Communication Control Toolkit (CCT) server was added during installation to the configuration page of the Contact Center Manager Administration (CCMA), which server is associated with the CCT server?

A. Contact Center Multimedia (CCMM)

B. License Manager

C. Contact Center Manager Administration (CCMA)

D. Contact Center Manager Server (CCMS)

Refer to the exhibit. A customer is using Contact Center Multimedia (CCMM) to provide Web Services or integrating Web Chat with their Contact Center. They have created a DMZ to protect the Avaya Aura® Contact Center (AACC) server and the Corporate Web Server by deploying a Corporate Firewall and a Web Application Firewall. What is the recommended placement of the AACC Voice and Multimedia server in relation to the Corporate Web Server where the customer facing Web Chat Application resides?

A. Place the AACC Server inside the DMZ between the Corporate Firewall and the Web Application Firewall. Place the Corporate Web Server inside the Web Application Firewall.

B. Place both the AACC Server and the Corporate Web Server outside of the Corporate Firewall.

C. Place both the AACC Server and the Corporate Web Server inside the DMZ between the Corporate Firewall and the Web Application Firewall.

D. Place the AACC Server inside of the Web Application Firewall. Place the Corporate Web Server inside the DMZ between the Corporate Firewall and the Web Application Firewall.

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