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NEW QUESTION 38
In a Web Chat, for which purpose are Web on Hold and Web on Hold URLs created?
- A. Treatments given to the agent while waiting for the customer to join the chat session
- B. Treatments given to the customer while waiting for the agent to end the chat session
- C. Treatments given to the customer while waiting for the agent to join the chat session
- D. Treatments given to the customer while waiting for the agent to reply In an existing chat session
Answer: C
NEW QUESTION 39
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?
- A. Enter the SIP address of the agent phoneset in the Voice URI field.
- B. Select the "Create CCT agent" option.
- C. Set the agent user type to "Supervisor/Agent".
- D. Select the "Enable CTI for this agent" option.
Answer: C
NEW QUESTION 40
You have launched the Contact Center Multimedia (CCMM) Administration utility. Which three settings can be configured on the CCMM Administration General Administration page? (Choose three.)
- A. Email
- B. Skillset
- C. Web Comms
- D. Server
- E. Agent
Answer: B,D,E
NEW QUESTION 41
Which server type can be configured under Server Settings in the Contact Center Multimedia Administration tool?
- A. Inbound Mail Application Server
- B. Inbound Mall License Server
- C. Inbound Mall Manager Server
- D. Inbound Mail Server
Answer: D
NEW QUESTION 42
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. Call-by-Call Reports
- B. Multimedia Reports
- C. Outbound Reports
- D. Contact Summary Reports
- E. AgentPerformance Reports
- F. Configuration Reports
Answer: B,C
NEW QUESTION 43
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 Outbound Campaign Management Tool
- B. the Multimedia Administrator
- C. the Email Manager
- D. the Multimedia Database
Answer: C
NEW QUESTION 44
Which Orchestration Designer Call Processing commands may be used in an application designed for Outbound contact routing?
- A. GIVE MUSIC
- B. QUEUE TO SKILLSET
- C. GIVE RAN
- D. GIVE IVR
Answer: B
NEW QUESTION 45
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. https://support.avaya.com web site
- D. http://<servername>/agentdesktop where <servername> is the server name or IP Address of the Contact Center Manager Server (CCMS)
Answer: C
NEW QUESTION 46
Agents will use Disposition Codes after dosing an outbound contact.
For which purpose Is a disposition code used by agents?
- A. To answer an outbound call
- B. To record the dialing of an outbound call
- C. To end the outbound call
- D. To record the state of an outbound call
Answer: D
NEW QUESTION 47
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 Avaya Aura Application Enablement Server
- B. http://<servemame>/agentdesktop where <servemame> Is the server name or IP Address of the Contact Center Manager Server (CCMS)
- C. http://<servemame>/agentdesktop where <servemame> is the server name or IP Address of the Contact Center Multimedia (CCMM) Server
- D. https://support.avaya.com web site
Answer: C
NEW QUESTION 48
Multimedia skillsets must be defined in the Contact Center Manager Administration (CCMA) for multimedia routing to occur. Which multimedia prefix is usedfor the Web Communications skillset?
- A. VI_
- B. WC_
- C. PO_
- D. SM_
Answer: D
NEW QUESTION 49
Refer to the exhibit.
You are creating an Advanced Screen pop In the wizard and have configured where the Screen pop will launch (highlighted in the box).
Where will the screen pop launch as shown In the exhibit?
- A. Launch the screen pop Internally in the tab of the Agent Desktop
- B. Launch the screen pop externally in the agent's Conferencing software
- C. Launch the screen pop extemally on the use's browser
- D. Launch the screen pop Internally in the initial screen of the Agent Desktop
Answer: C
NEW QUESTION 50
When handling Contact Center Multimedia (CCMM) Email contact, which component logs on to the outbound mailboxes on the Email server and sends out messages such as Auto-acknowledgements, Auto-replies, or Agent composed replies?
- A. the Rules Engine
- B. the Outbound Campaign Management Tool
- C. the Inbound Message Handler
- D. the Outbound Message Handler
Answer: D
NEW QUESTION 51
Which Communication Control Toolkit server software component i used to import bulk resouroes from the Windows server into the CCT database?
- A. CCT Reference Client
- B. CCT Trace Control
- C. CCT API
- D. CCT Console
Answer: D
NEW QUESTION 52
Which Avaya Aura Contact Center component manages all media processing for the contact center including playing messages and collecting DTMF digits?
- A. SIP
- B. Avaya Aura Media Server (AAMS)
- C. Contact Center Manager Server (CCMS)
- D. Communication Control Toolkit (CCT)
Answer: B
NEW QUESTION 53
A customer with Contact Center Multimedia (CCMM) needs to create, modify, and monitor outboundcampaigns. Which CCMM tool, accessed from the Contact Center Manager Administration (CCMA) application, provides this functionality?
- A. the E-mail Manager
- B. the Multimedia Contact Manager
- C. the Outbound Campaign Management Tool
- D. the CCMA
Answer: C
NEW QUESTION 54
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. The External Web server determines the skillset and priority assigned to the contact.
- C. Customized Web pages, displays to the customer.
- D. Customized Web pages, with customized look and feel, and business logic must be created by the customer.
Answer: D
NEW QUESTION 55
You are adding an agent in Contact Center Manager Administration (CCMA) Contact center How do you add a corresponding user to the Communication Control Toolkit (CCT) as the agent to the Contact Center Manager Server (CCMS) database?
- A. Select the "Create CCT agent" option.
- B. Enter the SIP address of the agent phone set In the Voice URI field.
- C. Set the agent user type to "Supervisor/Agent".
- D. Select the "Enable CTI for this agent" option.
Answer: A
NEW QUESTION 56
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 dicks on the double page Icon (highlighted In the box).
What agent desktop feature is the agent accessing when they dick on the double page icon?
- A. Accessing the address book
- B. Transferring the call
- C. Getting workitem status
- D. Copy the calling number from the workitem.
Answer: D
NEW QUESTION 57
Which template would you assign to an Inbound skillset so it can be monitored by the POM Blending Service?
- A. Skillset Template
- B. POM Template
- C. Agent Template
- D. Blending Template
Answer: D
NEW QUESTION 58
Which Orchestration Designer intrinsic is used for Multimedia contacts?
- A. WAIT
- B. LOG
- C. QUIT
- D. CONTACT TYPE
Answer: D
NEW QUESTION 59
You have installed the Avaya Aura Contact Center software and you are now preparing to test the software connections.
What are two functions of the Reference Client? (Choose two.)
- A. Making phone calls
- B. Transferring phone calls
- C. Testing SIP connections
- D. Testing CTI connections
Answer: A,D
NEW QUESTION 60
In a Web Chat, for which purpose are Web on Hold and Web on Hold URLs created?
- A. Treatments given to the agent while waiting for the customer to join the chat session
- B. Treatments given to thecustomer while waiting for the agent to end the chat session
- C. Treatments given to the customer while waiting for the agent to join the chat session
- D. Treatments given to the customer while waiting for the agent to reply in an existing chat session
Answer: C
NEW QUESTION 61
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