Avaya 6211 Online Practice Questions and Exam Preparation

Avaya 6211 Online Questions & Answers

• Question 1:

  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
  D. To end the outbound call

• 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 Multimedia Database
  D. the Outbound Campaign Management Tool
  B. the Email Manager

• Question 3:

  Which Avaya Aura® Contact Center component requires the Communication Control Toolkit and Contact Center Multimedia components?

  A. Avaya Agent Desktop
  B. Contact Center Manager Server
  C. Contact Center Manager Administration
  D. Session Initiation Protocol
  B. Contact Center Manager Server

• Question 4:

  Multimedia skillsets must be defined in the Contact Center Manager Administration (CCMA) for multimedia routing to occur. Which name convention differentiates multimedia skillsets from voice skillsets?

  A. A multimedia suffix is added to the skillset name.
  B. A multimedia prefix is added to the skillset name.
  C. A multimedia disposition code is added to the skillset.
  D. Multimedia is added to the skillset name.
  C. A multimedia disposition code is added to the skillset.

• Question 5:

  Which server type can be configured under Server Settings in the Contact Center Multimedia Administration tool?

  A. Inbound Mail License Server
  B. Inbound Mail Server
  C. Inbound Mail Manager Server
  D. Inbound Mail Application Server
  B. Inbound Mail Server

• Question 6:

  When verifying the Communication Control Toolkit (CCT) server was added during installation to the configuration page of the Contact Center Manager Administration (CCMA), which server is associated with the CCT server?

  A. Contact Center Multimedia (CCMM)
  B. License Manager
  C. Contact Center Manager Administration (CCMA)
  D. Contact Center Manager Server (CCMS)
  A. Contact Center Multimedia (CCMM)

• Question 7:

  Which statement about the web-based Contact Center Multimedia (CCMM) Multimedia Administration client is true?

  A. It is used to administer Avaya Aura® Agent Desktop (AAAD) and to monitor Agent performance using a browser-based interface.
  B. It helps with implementing CTI for installed and browser-based client integrations.
  C. It provides administrative and management capabilities for CCMM resources.
  D. It allows an SDK for developers to design custom Computer Telephony Integration (CTI) applications.
  A. It is used to administer Avaya Aura® Agent Desktop (AAAD) and to monitor Agent performance using a browser-based interface.

• Question 8:

  What is defined for Agent Blending skillsets to decide when agents transition from Outbound to Inbound and when agents are returned to Outbound activities?

  A. Route Point
  B. Call Presentation Class
  C. Script
  D. Thresholds
  B. Call Presentation Class

• Question 9:

  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.
  B. The newly-arrived contact is created and directed to an application using the Open Queue.

• Question 10:

  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. the Skillset the Email was sent to (skillset groups)
  B. who the Email was sent from (sender groups)
  C. when the Email was received (office hours)
  D. what priority the Email was sent with (priority groups)
  E. specific characters, words or phrases in the Email message (keywords)
  B. who the Email was sent from (sender groups)
  C. when the Email was received (office hours)
  E. specific characters, words or phrases in the Email message (keywords)