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Avaya 6211 Exam Syllabus Topics:
| Topic | Details |
|---|---|
| Topic 1 |
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NEW QUESTION 21
Where Is the administration of outbound campaigns and management of dialing lists performed?
- A. Avaya Proactive Outreach Manager
- B. Avaya Aura Contact Center
- C. Contact Center Multimedia Server
- D. Avaya Aura Media Server
Answer: C
NEW QUESTION 22
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 contact Is presented to the agent using the Avaya Agent Desktop.
- B. The Contact Center application (scripting) determines how to route the contact, or present to which agent.
- C. Customer details are retrieved for the agent using Web services.
- D. The newly-arrived contact is created and directed to an application using the Open
Answer: B
NEW QUESTION 23 
A customer is using Contact Center Multimedia (CCMM) to provide Web Services for 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 relationto the Corporate Web Server where the customer facing Web Chat Application resides?
- A. Place both the AACC Server and the Corporate Web Server Inside the DMZ between the Corporate Firewall, and the Web Application Firewall.
- B. 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.
- C. 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.
- D. Place both the AACC Server and the Corporate Web Server outside of the Corporate Firewall.
Answer: C
NEW QUESTION 24
You want to perform a backup of the Contact Center database.
Which tool do you use to perform the backup?
- A. Ref Client
- B. High Availability
- C. Database Maintenance utility
- D. Data export utility
Answer: C
NEW QUESTION 25
When configuring Contact Center Multimedia (CCMM) Email routing, you can create user-defined rules to determine how the email contact will be routed.
Which three routing options can be applied? (Choose three.)
- A. the Skillset the [mail was sent to (skillset groups)
- B. who the Email was sent from (sender groups)
- C. what priority the Email was sent with (priority groups)
- D. specific characters, words or phrases In the Email message (keywords)
- E. when the Email was received (office hours)
Answer: B,D,E
NEW QUESTION 26
Which component is used to add servers in Contact Center Manager Administration (CCMA)?
- A. Configuration
- B. Contact Center Management
- C. Access and Partition Management
- D. Multimedia
Answer: A
NEW QUESTION 27
Agents will use Disposition Codes after dosing an outbound contact.
For which purpose Is a disposition code used by agents?
- A. To end the outbound call
- B. To record the dialing of an outbound call
- C. To answer an outbound call
- D. To record the state of an outbound call
Answer: D
NEW QUESTION 28
Where are all agents used in the Avaya Aura Contact Center POM integration administered?
- A. Avaya Aura Experience Portal
- B. Avaya IQ
- C. Contact Center Manager Administration
- D. Avaya Proactive Outreach Manager
Answer: D
NEW QUESTION 29
Which server type can be configured under Server Settings in the Contact Center Multimedia Administration tool?
- A. Inbound Mall License Server
- B. Inbound Mall Manager Server
- C. Inbound Mail Server
- D. Inbound Mail Application Server
Answer: C
NEW QUESTION 30
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. Predetermined dialing
- B. Predictive dialing
- C. Preview dialing
- D. Progressive dialing
Answer: C,D
NEW QUESTION 31
Which statement about the web-based Contact Center Multimedia (CCMM) Multimedia Administration client is true?
- A. It provides administrative and management capabilities for CCMM resources.
- B. It alloes an SDK for developers to design custom Computer Telephony Integration (CTI) applications.
- C. It helps with implementing CTI for installed and browser-based client Integrations.
- D. It Is used to administer Avaya Aura Agent Desktop (MAD) and to monitor Agent performance using a browser-based Interface.
Answer: A
NEW QUESTION 32
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 initial screen of the Agent Desktop
- B. Launch the screen pop Internally in the tab of the Agent Desktop
- C. Launch the screen pop externally in the agent's Conferencing software
- D. Launch the screen pop extemally on the use's browser
Answer: D
NEW QUESTION 33
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 34
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 Outbound Campaign Management Tool
- B. the E-mail Manager
- C. the CCMA
- D. the Multimedia Contact Manager
Answer: A
NEW QUESTION 35
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 Email Manager
- B. the Multimedia Database
- C. the Multimedia Administrator
- D. the Outbound Campaign Management Tool
Answer: A
NEW QUESTION 36
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. Contact Center Management
- B. Access and Partition Management
- C. Multimedia
- D. Configuration
Answer: B
NEW QUESTION 37
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. Server Settings
- B. Agent Settings
- C. Skillset Settings
- D. General Settings
Answer: B
NEW QUESTION 38
A customer wants to implement a Voice and Multimedia Contact Center.
In addition to the Avaya Aura Contact Center (AACC) server, which two functional server types can be integrated Into the Voice and Multimedia Contact Center architecture? (Choose two.)
- A. Corporate Web server
- B. Corporate Email server
- C. Terminal server
- D. FTP server
Answer: A,B
NEW QUESTION 39 
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 externally on the user's browser
- B. Launch the screen pop Internally in the Initial screen of the Agent Desktop
- C. Launch the screen pop Internally in the tab of the Agent Desktop
- D. Launch the screen pop externally in the agent's Conferencing software
Answer: C
NEW QUESTION 40
You need to install Avaya Agent Desktop (AAD) on an Agent's desktop computer.
Which URL location will you enter to access the AAD Web page to start the AAD Installation?
- A. http://<servemame>/agentdesktop where <servemame> Is the server name or IP Address of the Contact Center Manager Server (CCMS)
- B. http://<servemame>/agentdesktop where <servemame> is the server name or IP Address of the Contact Center Multimedia (CCMM) Server
- C. http://<servemame>/agentdesktop where <servemame> is the server name or IP Address of the Avaya Aura Application Enablement Server
- D. https://support.avaya.com web site
Answer: B
NEW QUESTION 41
Which section under the Agent Desktop Configuration would allow Agent Desktop to move to the front upon arrival of a new contact?
- A. Logoff Terminal State
- B. Maximum Open Duration
- C. New Contact Presentation
- D. Hot Desking
Answer: C
NEW QUESTION 42
When analyzing life cydcle of a Web chat contact in Avaya Aura Contact Center:
Step 1 states the Contact Center Multimedia receives contacts from the External Web server through the Contact Center Multimedia Web services, Step 2 states that the Web services provide a Java API that enables contacts to be written Into the Contact Center Multimedia database, retrieved from the database, and have their status queried.
What Is Step 3 in the life cycle of a Web chat contact In Avaya Aura Contact Center?
- A. Customized Web pages, with customized look and feel, and business logic must be created by the customer.
- B. Customized Web pages, displays to the customer.
- C. The External Web server determines the skillset and priority assigned to the contact.
- D. A set of sample pages is distributed with Contact Center Multimedia to provide Java Server Pages (JSP)script examples of how a Web server can access the Web services.
Answer: A
NEW QUESTION 43
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