Avaya Aura® Contact Center Multimedia Implementation Exam

Question 1

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. specific characters, words or phrases In the Email message (keywords)

B. the Skillset the [mail was sent to (skillset groups)

C. what priority the Email was sent with (priority groups)

D. who the Email was sent from (sender groups)

E. when the Email was received (office hours)

Correct Answer: A,D,E

Question 2

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 Outbound Campaign Management Tool

D. the Multimedia Database

Correct Answer: B

Question 3

You want to perform a backup of the Contact Center database. Which tool do you use to perform the backup?

A. Data export utility

B. High Availability

C. RefClient

D. Database Maintenance utility

Correct Answer: D

Question 4

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. Preview dialing

B. Progressive dialing

C. Predetermined dialing

D. Predictive dialing

Correct Answer: A,B

Question 5

After adding and configuring the Contact Center Multimedia (CCMM) server, ad available to you based on information stored within the CCMM server database.
Which two new report types are now available for report creation under the Public Report Template folder? (Choose two.)

A. Configuration Reports

B. Contact Summary Reports

C. Multimedia Reports

D. Outbound Reports

E. Agent Performance Reports

F. Call-by-Call Reports

Correct Answer: B,C

Question 6

When handling Contact Center Multimedia (CCMM) Email contact, which component logs on to the outbound mailboxes on the Email server and sends out messages such as Auto-acknowledgements, Auto-replies, or Agent composed replies?

A. the Outbound Message Handler

B. the Inbound Message Handler

C. the Rules Engine

D. the Outbound Campaign Management Tool

Correct Answer: A

Question 7

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

A. Contact Center Manager Server (CCMS)

B. Communication Control Toolkit (CCT)

C. SIP

D. Avaya Aura Media Server (AAMS)

Correct Answer: D

Question 8

Which Avaya Aura Contact Center component is a core component that connects to a PBX to coilect incoming voice contacts, provide intelligent queuing, and collect historical data?

A. Contact Center Manager Server (CCMS)

B. Contact Center Multimedia (CCMM)

C. Avaya Agent Desktop (AAD)

D. Contact Center Manager Administration (CCMA)

Correct Answer: A

Avaya Aura® Contact Center Multimedia Implementation - 6211 Exam Practice Test

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