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Avaya 6211 Exam Syllabus Topics:
| Topic | Details |
|---|---|
| Topic 1 |
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NEW QUESTION 15
Refer to the exhibit.
You are creating an Advanced Screen pop In the wizard and have configured where the Screen pop will launch (highlighted in the box).
Where will the screen pop launch as shown In the exhibit?
- A. Launch the screen pop Internally in the tab of the Agent Desktop
- B. Launch the screen pop externally in the agent's Conferencing software
- C. Launch the screen pop extemally on the use's browser
- D. Launch the screen pop Internally in the initial screen of the Agent Desktop
Answer: C
NEW QUESTION 16
Which component manages the states of contacts, agents, terminals, and addresses used for assiging contacts?
- A. CCTAPI
- B. CCT Client Applications
- C. Contact Management Framework (CMF)
- D. SIP Connector
Answer: C
NEW QUESTION 17
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 agent while waiting for the customer to join the chat session
- D. Treatments given to the customer while waiting for the agent to reply In an existing chat session
Answer: B
NEW QUESTION 18
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. Predictive dialing
- B. Progressive dialing
- C. Preview dialing
- D. Predetermined dialing
Answer: B,C
NEW QUESTION 19
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 da 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. The newly-arrived contact is created and directed to an application using the Open
- B. The Contact Center application (scripting) determines how to route the contact, or present to which agent.
- C. The contact Is presented to the agent using the Avaya Agent Desktop.
- D. Customer details are retrieved for the agent using Web services.
Answer: B
NEW QUESTION 20
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. Transferring phone calls
- C. Testing SIP connections
- D. Making phone calls
Answer: A,D
NEW QUESTION 21
Which Avaya Aura Contact Center component manages all media processing for the contact center including playing messages and collecting DTMF digits?
- A. Contact Center Manager Server (CCMS)
- B. SIP
- C. Communication Control Toolkit (CCT)
- D. Avaya Aura Media Server (AAMS)
Answer: D
NEW QUESTION 22
Multimedia skillsets must be defined in the Contact Center Manager Administration (CCMA) for multimedia routing to occur.
Which multimedia prefix Is used for an Outbound skillset?
- A. VM_
- B. EM_
- C. IM_
- D. OB_
Answer: D
NEW QUESTION 23
You want to perform a backup of the Contact Center database.
Which tool do you use to perform the backup?
- A. Data export utility
- B. Database Maintenance utility
- C. Ref Client
- D. High Availability
Answer: B
NEW QUESTION 24
A customer with Contact Center Multimedia (CCMM) needs to create, modify, and monitor outbound campaigns.
Which CCMM tool, accessed from the Contact Center Manager Administration (CCMA) application,provides this functionality?
- A. the CCMA
- B. the Multimedia Contact Manager
- C. the E-mail Manager
- D. the Outbound Campaign Management Tool
Answer: D
NEW QUESTION 25
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. Server Settings
- C. Skillset Settings
- D. Agent Settings
Answer: D
NEW QUESTION 26
When creating an Advanced Screenpops in the wizard you choose a screenpop launch event.
What are the two launch event options? (Choose two)
- A. Active
- B. Dialing
- C. Alerting
- D. Call setup
Answer: A,C
NEW QUESTION 27
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 HTML file or flattened HTML file
- B. Single standard CSV file or flattened CSV file
- C. Single standard XSD file or flattened XSD file
- D. Single standard XML file or flattened XML file
Answer: D
NEW QUESTION 28
A user is assigning a skillset to a call while creating a new outbound campaign.
What Is the result if the skillset field Is left blank?
- A. The campaign will not be created.
- B. The campaign stops functioning
- C. The campaign will not receive data.
- D. The campaign will receive calls but no agent is assigned
Answer: A
NEW QUESTION 29
Which Avaya Aura Contact Center component expands the contact center to manage internet-based contacts such as email and Web communications?
- A. Avaya Agent Desktop (AAD)
- B. Contact Center Multimedia (CCMM)
- C. Contact Center Manager Server (CCMS)
- D. contact Center Manager Administration (CCMA)
Answer: B
NEW QUESTION 30
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