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Avaya 6211 Exam Practice Questions (P. 4)

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Question #16
Which Avaya Aura® Contact Center component manages all media processing for the contact center including playing messages and collecting DTMF digits?
  1. A
    Avaya Aura® Media Server (AAMS)
  2. B
    Contact Center Manager Server (CCMS)
  3. C
    SIP
  4. D
    Communication Control Toolkit (CCT)

Correct Answer:
A

Question #17
A Contact Center Supervisor is creating an outbound campaign. Where is the outbound campaign loaded?
  1. A
    It is loaded on external database.
  2. B
    It is loaded on the Communication Control Toolkit (CCT) database where it creates contacts and presents them to CCMS via Open Queue.
  3. 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.
  4. D
    It is loaded on the Contact Center Multimedia (CCMM) server database where it creates contacts and presents them to CCMS via Open Queue.

Correct Answer:
D

Question #18
Which service contains the Inbound Message Handler (IMH) component?
  1. A
    Contact Center Multimedia (CCMM) License Service
  2. B
    Contact Center Multimedia (CCMM) Campaign Scheduler Service
  3. C
    Contact Center Multimedia (CCMM) E-mail Manager Service
  4. D
    Contact Center Multimedia (CCMM) Starter Service

Correct Answer:
C

Question #19
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?
  1. A
    Customer details are retrieved for the agent using Web services.
  2. B
    The newly-arrived contact is created and directed to an application using the Open Queue.
  3. C
    The contact is presented to the agent using the Avaya Agent Desktop.
  4. D
    The Contact Center application (scripting) determines how to route the contact, or in this case, present to which agent.

Correct Answer:
B

Question #20
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?
  1. A
    Customized Web pages, displays to the customer.
  2. 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.
  3. C
    Customized Web pages, with customized look and feel, and business logic must be created by the customer.
  4. D
    The External Web server determines the skillset and priority assigned to the contact.

Correct Answer:
B

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