Avaya Avaya Certifications 6211 Questions & Answers

• Question 41:

  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.

  Correct Answer: B

  Reference: https://downloads.avaya.com/css/P8/documents/101059089

• Question 42:

  When analyzing life cycle 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, displays to the customer.

  B. 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.

  C. Customized Web pages, with customized look and feel, and business logic must be created by the customer.

  D. The External Web server determines the skillset and priority assigned to the contact.

  Correct Answer: B

• Question 43:

  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

  Correct Answer: C

• Question 44:

  A Contact Center Supervisor is creating an outbound campaign. Where is the outbound campaign loaded?

  A. It is loaded on external database.

  B. It is loaded on the Communication Control Toolkit (CCT) database where it creates contacts and presents them to CCMS via Open Queue.

  C. It is loaded on the Contact Center Manager Server (CCMS) database where it creates contacts and presents them to the CCMS via Open Queue.

  D. It is loaded on the Contact Center Multimedia (CCMM) server database where it creates contacts and presents them to CCMS via Open Queue.

  Correct Answer: D

  Reference: https://downloads.avaya.com/css/P8/documents/100093170

• Question 45:

  Which Avaya Aura® Contact Center component is required for Contact Center Multimedia deployment?

  A. API Server

  B. Agent Desktop

  C. SIP Connector

  D. Avaya Aura® Media Server

  Correct Answer: D

• Question 46:

  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

  Correct Answer: B

• Question 47:

  Which Avaya Aura® Contact Center component manages all media processing for the contact center including playing messages and collecting DTMF digits?

  A. Avaya Aura® Media Server (AAMS)

  B. Contact Center Manager Server (CCMS)

  C. SIP

  D. Communication Control Toolkit (CCT)

  Correct Answer: A

• Question 48:

  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

  Correct Answer: A

  Reference: https://downloads.avaya.com/css/P8/documents/101017434

• Question 49:

  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. Terminal server

  B. Corporate Web server

  C. Corporate Email server

  D. FTP server

  Correct Answer: BD

• Question 50:

  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)

  Correct Answer: D

  Reference: https://downloads.avaya.com/css/P8/documents/100167782 (111)