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)

Which Communication Control Toolkit server software component is used to import bulk resources from the Windows server into the CCT database?

A. CCT Console

B. CCT Trace Control

C. CCT Reference Client

D. CCT API

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 handling Contact Center Multimedia (CCMM) Email contact, which component logs on to the outbound mailboxes on the Email server and sends out messages such as Auto-acknowledgements, Auto-replies, or Agent composed replies?

A. the Outbound Campaign Management Tool

B. the Outbound Message Handler

C. the Inbound Message Handler

D. the Rules Engine

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.

During the design of the Outbound Campaign, the administrator chooses between two types of dialing. Which two types of dialing options are available when designing the Outbound Campaign? (Choose two.)

A. Preview dialing

B. Progressive dialing

C. Predictive dialing

D. Predetermined dialing

Refer to the exhibit. An agent is using the Agent Desktop to take contacts from the SIP contact center and during the call the agent clicks on the double page icon (highlighted in the box). What agent desktop feature is the agent accessing when they click on the double page icon?

A. Getting workitem status

B. Transferring the call

C. Accessing the address book

D. Copy the calling number from the workitem

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 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

In a Web Chat, for which purpose are Web on Hold and Web on Hold URLs created?

A. Treatments given to the customer while waiting for the agent to end the chat session

B. Treatments given to the customer while waiting for the agent to join the chat session

C. Treatments given to the customer while waiting for the agent to reply in an existing chat session

D. Treatments given to the agent while waiting for the customer to join the chat session