avaya 6211 practice test

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)

You have installed an Avaya Aura® Contact Center (AACC) system with Communication Control
Toolkit (CCT) and Contact Center Multimedia (CCMM). Which component is responsible for pushing
the non-voice contacts to Avaya Aura® Agent Desktop?

• A. ССММ
• B. CCMS
• C. CCT
• D. CСMA

Which component manages the states of contacts, agents, terminals, and addresses used for
assigning contacts?

• A. CCT Client Applications
• B. Contact Management Framework (CMF)
• C. CCT API
• D. SIP Connector

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

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

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)

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.

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

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.

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.