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NEW QUESTION 44
You have been asked to generate outbound and multimedia reports based on data stored within the Contact Center Multimedia (CCMM) database. You must also access multimedia data sources through the Report Creation Wizard for reporting customization. The CCMM server has been added through the Contact Center Manager Administration (CCMA). Which additional step is required to complete this task?
- A. Add the Microsoft Exchange server through the CCMA.
- B. Assign the CCT server as a reporting server for the CCMS.
- C. Add the Communication Control Toolkit (CCT) server through the CCMA.
- D. Assign the CCMMserver as a reporting server for the Contact Center Manager Server (CCMS).
Answer: D
NEW QUESTION 45
Which Orchestration Designer intrinsic is used for Multimedia contacts?
- A. LOG
- B. CONTACT TYPE
- C. WAIT
- D. QUIT
Answer: B
NEW QUESTION 46
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
Answer: A
NEW QUESTION 47
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 receive calls but no agent is assigned
- D. The campaign will not receive data.
Answer: B
NEW QUESTION 48
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. what priority the Email was sent with (priority groups)
- B. the Skillset the [mail was sent to (skillset groups)
- C. specific characters, words or phrases In the Email message (keywords)
- D. who the Email was sent from (sender groups)
- E. when the Email was received (office hours)
Answer: C,D,E
NEW QUESTION 49
You need to install Avaya Agent Desktop (AAD) on an Agent's desktop computer.
Which URL location will you enter to access the AAD Web page to start the AAD Installation?
- A. http://<servemame>/agentdesktop where <servemame> is the server name or IP Address of the Contact Center Multimedia (CCMM) Server
- B. http://<servemame>/agentdesktop where <servemame> is the server name or IP Address of the Avaya Aura Application Enablement Server
- C. https://support.avaya.com web site
- D. http://<servemame>/agentdesktop where <servemame> Is the server name or IP Address of the Contact Center Manager Server (CCMS)
Answer: A
NEW QUESTION 50
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 theCCMM 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. The Contact Center application (scripting) determines how to route the contact, orin this case, present to which agent.
- B. Customer details are retrieved for the agent using Web services.
- C. The contact is presented to the agent using the Avaya Agent Desktop.
- D. The newly-arrived contact is created and directed to an application using the Open Queue.
Answer: D
NEW QUESTION 51
Where Is the administration of outbound campaigns and management of dialing lists performed?
- A. Avaya Aura Media Server
- B. Avaya Aura Contact Center
- C. Avaya Proactive Outreach Manager
- D. Contact Center Multimedia Server
Answer: D
NEW QUESTION 52
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 join the chat session
- B. Treatments given to the customer while waiting for the agent to reply in an existing chat session
- C. Treatments given to thecustomer while waiting for the agent to end the chat session
- D. Treatments given to the agent while waiting for the customer to join the chat session
Answer: A
NEW QUESTION 53
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. Agent Performance Reports
- C. Multimedia Reports
- D. Outbound Reports
- E. Contact Summary Reports
- F. Call-by-Call Reports
Answer: C,E
NEW QUESTION 54
During the Avaya Aura Contact Center Agent Desktop installation the C Log Level was set to Off.
Which page allows you to change the C Log Level settings If a configuration mistake was made during installation?
- A. Agent Desktop Configuration, User Settings
- B. Agent Desktop Configuration, General Settings, Advanced Settings
- C. Agent Desktop Configuration, General Settings
- D. Agent Desktop Configuration, Resources
Answer: B
NEW QUESTION 55
The Data Import and Export tool is used to import bulk resources from the Windows network into the CCT database. Which file types are used to export resource configuration data fromthe Windows network for data analysis?
- A. Single standard XML file or flattened XML file
- B. Single standard CSV file or flattened CSV file
- C. Single standard HTML file or flattened HTML file
- D. Single standard XSD file or flattened XSD file
Answer: A
NEW QUESTION 56
Which statement about the web-based Contact Center Multimedia (CCMM) Multimedia Administration client is true?
- A. It alloes an SDK for developers to design custom Computer Telephony Integration (CTI) applications.
- B. It provides administrative and management capabilities for CCMM resources.
- C. It helps with implementing CTI for installed and browser-based client Integrations.
- D. It Is used to administer Avaya Aura Agent Desktop (MAD) and to monitor Agent performance using a browser-based Interface.
Answer: B
NEW QUESTION 57
You need to install Avaya Agent Desktop (AAD) on an Agent's desktop computer. WhichURL location will you enter to access the AAD Web page to start the AAD installation?
- A. http://<servername>/agentdesktop where <servername> is the server name or IP Address of the Contact Center Multimedia (CCMM) Server
- B. http://<servername>/agentdesktop where <servername> is the server name or IP Address of the Avaya Aura Application Enablement Server
- C. http://<servername>/agentdesktop where <servername> is the server name or IP Address of the Contact Center Manager Server (CCMS)
- D. https://support.avaya.com web site
Answer: D
NEW QUESTION 58
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. RefClient
- C. Database Maintenance utility
- D. High Availability
Answer: C
NEW QUESTION 59
Which tool displays the status counts for each multimedia contact type?
- A. Multimedia Dashboard
- B. Contact Center Database Dashboard
- C. Contact Center Database Maintenance
- D. Multimedia Data Management
Answer: A
NEW QUESTION 60
Which Avaya Aura Contact Center component is required for Contact Center Multimedia deployment?
- A. Agent Desktop
- B. API Server
- C. SIP Connector
- D. Avaya Aura Media Server
Answer: A
NEW QUESTION 61
Which component manages the states of contacts, agents, terminals, and addresses used for assiging contacts?
- A. CCTAPI
- B. Contact Management Framework (CMF)
- C. SIP Connector
- D. CCT Client Applications
Answer: B
NEW QUESTION 62
When analyzing life cydcle 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?
- A. 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.
- B. Customized Web pages, with customized look and feel, and business logic must be created by the customer.
- C. Customized Web pages, displays to the customer.
- D. The External Web server determines the skillset and priority assigned to the contact.
Answer: B
NEW QUESTION 63
During the Avaya Aura Contact Center Agent Desktop installation the CCT Log Level was set to Off.
Which page allows you to change the CCT Log Level settings if a configuration mistake was made during installation?
- A. Agent Desktop Configuration, User Settings
- B. Agent Desktop Configuration, General Settings, Advanced Settings
- C. Agent Desktop Configuration, General Settings
- D. Agent Desktop Configuration, Resources
Answer: B
NEW QUESTION 64
Multimedia skillsets must be defined in the Contact Center Manager Administration (CCMA) for multimedia routing to occur.
Which multimedia prefix Is used for an Outbound skillset?
- A. OB_
- B. VM_
- C. EM_
- D. IM_
Answer: A
NEW QUESTION 65
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. Thresholds
- B. Route Point
- C. Script
- D. Call Presentation Class
Answer: C
NEW QUESTION 66
Which Communication Control Toolkit server software component i used to import bulk resouroes from the Windows server into the CCT database?
- A. CCT Console
- B. CCT Trace Control
- C. CCT Reference Client
- D. CCT API
Answer: A
NEW QUESTION 67
A Contact Center Agent provisioned for Multimedia contacts has forgotten their password.
Which Contact Center Multimedia (CCMM) Administration screen contains the function to reset the Agent's password?
- A. Agent Settings
- B. General Settings
- C. Server Settings
- D. Skillset Settings
Answer: A
NEW QUESTION 68
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