6209 Online Practice Questions and Answers

Where can the settings are configured for the inbound mail handler (IMH) such as the time between intervals?

A. Through the Contact Center Manager Administration Network configurations screen

B. Through the email server

C. Through the Outbound Campaign Manager

D. Through the Multimedia Administrator

A technician has installed Contact Center Multimedia (CCMM) within the Contact Center environment. Multimedia skillsets must be defined in the Contact Center Administration (CCMA) for multimedia routing to occur. What name convention differentiates multimedia skillsets from voice skillsets?

A. Add a multimedia suffix to the skillset name

B. Add a multimedia prefix to the skillset name

C. Add a multimedia disposition code to the skillset name

D. Add multimedia to the skillset name.

A technician is adding an agent in the Contact Center Manager Administration (CCMA) utility. But no option to add Communication Control Toolkit (CCT) user account details is presented. What option must be taken to solve this problem?

A. The agent user type must be set to supervisor agent

B. Enter the SIP address of the agent ...the voice uri server

C. The "Create CCT agent" option must be selected

D. The agent first and last name must be populated

The customer with Contact Center Multimedia (CCMM) installed and configured does not get emails to agents when logged in on the inbound skillset with AAAD. Which three system parameters can be checked in the CCMM dashboard to troubleshoot this problem? (Choose three).

A. Server Availability

B. CCMM Server performance

C. Mailbox status

D. CCMM Contacts by Type

E. Maximum contact wait time

A new install of Contact Center Multimedia (CCMM) is configured properly and is operational. The technician wants to perform a backup of the CCMM database. Which tool is used to perform the backup?

A. Database Maintenance utility

B. RefClient

C. High Availability

D. Data export utility

Which statement regarding Contact Center Multimedia (CCMM) transactions and agent capacity are true?

A. CCMM supports up to 12000 transactions per hour with a maximum of 500 active multimedia agents

B. CCMM supports up to 1200 transactions per hour with a maximum of 200 active multimedia agents

C. CCMM supports up to 6000 transactions per hour with a maximum of 800 active multimedia agents

D. CCMM supports up to 12000 transactions per hour with a maximum of 3000 active multimedia agents

E. CCMM supports up to 8000 transactions per hour with a maximum of 800 active multimedia agents

The Contact Center supervisor is creating an outbound campaign. Where is it loaded?

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

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

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

D. It is loaded on external database

Which service provides the current interface into the database for all Communication Control Toolkit (CCT) services?

A. NCCT SMON

B. NCCT DAL

C. NCCT server

D. NCCT OI Service

A technician has installed Contact Center Multimedia (CCMM) in the contact center and will use Avaya Aura Agent Desktop (AAAD) to respond to customer e-mail contacts. Which three e-mail features are available in the AAAD? (Choose three).

A. Address book

B. Voting buttons

C. Expires after setting

D. Suggested responses

E. Autosignature

A customer with Contact Center Multimedia (CCMM) installed needs to create, modify and monitor outbound campaigns. Which CCMM tool, accessed from the Contact Center Management Administration (CCMA) application can provide this functionality?

A. The Multimedia Contact manager

B. The Contact Center Multimedia Administrator

C. The E-mail Manager

D. The Outbound Campaign management Tool