6211 Online Practice Questions and Answers

Which Avaya Aura® Contact Center component is the application agents used to handle voice and non-voice contacts?

A. Contact Center Multimedia (CCMM)

B. Avaya Agent Desktop (AAD)

C. Contact Center Manager Server (CCMS)

D. Contact Center Manager Administration (CCMA)

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

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

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.

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

Multimedia skillsets must be defined in the Contact Center Manager Administration (CCMA) for multimedia routing to occur. Which multimedia prefix is used for the Web Communications skillset?

A. WC_

B. VI_

C. PO_

D. SM_

Which section under the Agent Desktop Configuration would allow Agent Desktop to move to the front upon arrival of a new contact?

A. New Contact Presentation

B. Hot Desking

C. Logoff Terminal State

D. Maximum Open Duration

Agents will use Disposition Codes after closing an outbound contact. For which purpose is a disposition code used by agents?

A. To record the dialing of an outbound call

B. To record the state of an outbound call

C. To answer an outbound call

D. To end the outbound call