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6209 6211 - Avaya Aura Contact Center Multimedia Implementation

Exam Details

  • Exam Code
    :6211
  • Exam Name
    :6209 6211 - Avaya Aura Contact Center Multimedia Implementation
  • Certification
    :Avaya Certifications
  • Vendor
    :Avaya
  • Total Questions
    :60 Q&As
  • Last Updated
    :Mar 23, 2025

Avaya Avaya Certifications 6211 Questions & Answers

  • Question 21:

    You have been asked to generate outbound and multimedia reports based on data stored within the Contact Center Multimedia (CCMM) database. You must also access multimedia data sources through the Report Creation Wizard for reporting customization. The CCMM server has been added through 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 through the CCMA.

    C. Add the Microsoft Exchange server through the CCMA.

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

  • Question 22:

    You have launched the Contact Center Multimedia (CCMM) Administration utility. Which three settings can be configured on the CCMM Administration General Administration page? (Choose three.)

    A. Web Comms

    B. Agent

    C. Skillset

    D. Server

    E. Email

  • Question 23:

    Which Avaya Aura® Contact Center component requires the Communication Control Toolkit and Contact Center Multimedia components?

    A. Avaya Agent Desktop

    B. Contact Center Manager Server

    C. Contact Center Manager Administration

    D. Session Initiation Protocol

  • Question 24:

    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

  • Question 25:

    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".

  • Question 26:

    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

  • Question 27:

    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

  • Question 28:

    Which Orchestration Designer Call Processing commands may be used in an application designed for Outbound contact routing?

    A. GIVE IVR

    B. QUEUE TO SKILLSET

    C. GIVE RAN

    D. GIVE MUSIC

  • Question 29:

    Refer to the exhibit. You are creating an Advanced Screenpop in the wizard and have configured where the screenpop will launch (highlighted in the box). Where will the screenpop launch as shown in the exhibit?

    A. Launch the screenpop internally in the tab of the Agent Desktop

    B. Launch the screenpop externally on the user's browser

    C. Launch the screenpop externally in the agent's Conferencing software

    D. Launch the screenpop internally in the initial screen of the Agent Desktop

  • Question 30:

    During contact handling, agents can create a callback to a customer. Where are the Agent Desktop callback minimum and maximum timers configured?

    A. Agent Desktop Configuration, Default Closed Reasons

    B. Agent Desktop Configuration, General Settings

    C. Agent Desktop Configuration, Resources

    D. Agent Desktop Configuration, User Settings

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