Avaya Avaya Others Certifications 6211 Questions & Answers

• Question 1:

  A user is assigning a skillset to a call while creating a new outbound campaign. What is the result if the skillset field is left blank?

  A. The campaign stops functioning.

  B. The campaign will not be created.

  C. The campaign will not receive data.

  D. The campaign will receive calls but no agent is assigned.

  Correct Answer: D

  Reference: https://downloads.avaya.com/css/P8/documents/101059059

• Question 2:

  A customer with Contact Center Multimedia (CCMM) needs to create, modify, and monitor outbound campaigns. Which CCMM tool, accessed from the Contact Center Manager Administration (CCMA) application, provides this functionality?

  A. the Outbound Campaign Management Tool

  B. the CCMA

  C. the Multimedia Contact Manager

  D. the E-mail Manager

  Correct Answer: A

• Question 3:

  Which tool displays the status counts for each multimedia contact type?

  A. Contact Center Database Dashboard

  B. Multimedia Data Management

  C. Multimedia Dashboard

  D. Contact Center Database Maintenance

  Correct Answer: B

  Reference: https://downloads.avaya.com/css/P8/documents/101059089 (114)

• Question 4:

  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

  Correct Answer: D

• Question 5:

  Which tool is used to create cleanup rules and scheduled tasks in Contact Center Multimedia (CCMM)?

  A. Contact Center Database Maintenance Utility

  B. Control Utility

  C. CCMM Data Management

  D. System Control and Monitor Utility

  Correct Answer: C

• Question 6:

  Users of the Outbound Campaign Management Tool require access rights to the Outbound component. Which component within the Center Manager Administration would the user be assigned Launchpad

  option access?

  A. Configuration

  B. Access and Partition Management

  C. Contact Center Management

  D. Multimedia

  Correct Answer: A

• Question 7:

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

  A. Database Maintenance utility

  B. RefClient

  C. High Availability

  D. Data export utility

  Correct Answer: A

  Reference: https://downloads.avaya.com/css/P8/documents/100141967#:~:text=Backup% 20informationandtext=You%20can%20use%20the%20Database,and%20Contact%20Center%20Multimedia %20servers

• Question 8:

  In a Web Chat, for which purpose are Web on Hold and Web on Hold URLs created?

  A. Treatments given to the customer while waiting for the agent to end the chat session

  B. Treatments given to the customer while waiting for the agent to join the chat session

  C. Treatments given to the customer while waiting for the agent to reply in an existing chat session

  D. Treatments given to the agent while waiting for the customer to join the chat session

  Correct Answer: B

• Question 9:

  After adding and configuring the Contact Center Multimedia (CCMM) server, additional reports are 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. Call-by-Call Reports

  C. Multimedia Reports

  D. Agent Performance Reports

  E. Outbound Reports

  F. Contact Summary Reports

  Correct Answer: CE

• Question 10:

  When performing an immediate backup in the Contact Center Database Maintenance utility, which application is the only one that is not selected by default?

  A. ССМА

  B. CCMS

  C. ADMIN

  D. Offline

  Correct Answer: B

  Reference: https://downloads.avaya.com/css/P8/documents/100141967