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ACIS - 6209
6211
Avaya Aura Contact Center Multimedia Implementation Exam Questions and Answers

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Viewing questions 11-20 out of questions

Questions # 11:

You areadding an agent in Contact Center Manager Administration (CCMA) Contact Center Management. How do you add a corresponding user to the Communication Control Toolkit (CCT) as the agent is added to the Contact Center Manager Server (CCMS) database?

Options:

Enter the SIP address of the agent phoneset in the Voice URI field.

Select the "Enable CTI for this agent" option.

Select the "Create CCT agent" option.

Set the agent user type to "Supervisor/Agent".

Answer

Explanation

[Reference: https://downloads.avaya.com/css/P8/documents/101017374, ]

Questions # 12:

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

Options:

Contact Center Database Dashboard

Multimedia Data Management

Multimedia Dashboard

Contact Center Database Maintenance

Answer

Explanation

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

Questions # 13:

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

Options:

Treatments given to thecustomer while waiting for the agent to end the chat session

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

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

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

Answer

Explanation

[Reference: https://documentation.avaya.com/bundle/administeringAvayaWorkspaceforOceana_r38/page/Creating_Web_On_Hold_URLs_groups_using_Omnichannel_Administration_utility.html, ]

Questions # 14:

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

Options:

Inbound Mail License Server

Inbound Mail Server

Inbound Mail Manager Server

Inbound Mail Application Server

Answer

Explanation

[Reference: https://downloads.avaya.com/css/P8/documents/101017434 (243), ]

Questions # 15:

A Contact Center Supervisor is creating an outbound campaign. Where is the outbound campaign loaded?

Options:

It is loaded on external database.

It is loaded on the Communication Control Toolkit (CCT) database where it creates contacts and presents them to CCMS via Open Queue.

It is loaded on the Contact Center Manager Server (CCMS) database where it creates contacts and presents them to the CCMS via Open Queue.

It is loaded onthe Contact Center Multimedia (CCMM) server database where it creates contacts and presents them to CCMS via Open Queue.

Answer

Explanation

[Reference: https://downloads.avaya.com/css/P8/documents/100093170, ]

Questions # 16:

Refer to the exhibit. An agent is using the Agent Desktop to take contacts from the SIP contact center and during the call the agent clicks on the double page icon (highlighted in the box). What agent desktop feature is the agent accessing when they click onthe double page icon?

Question # 16

Options:

Getting workitem status

Transferring the call

Accessing the address book

Copy the calling number from the workitem

Answer

Explanation

[Reference: https://downloads.avaya.com/css/P8/documents/100122125, ]

Questions # 17:

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?