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1. 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?

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".

2. Which component is used to add servers in Contact Center Manager Administration (CCMA)?

Configuration

Multimedia

Access and Partition Management

Contact Center Management

3. You have installed an Avaya Aura® Contact Center (AACC) system with Communication Control Toolkit (CCT) and Contact Center Multimedia (CCMM).

Which componentis responsible for pushing the non-voice contacts to Avaya Aura® Agent Desktop?

CCMS

CCT

CMA

4. Which AvayaAura® Contact Center component is required for Contact Center Multimedia deployment?

API Server

Agent Desktop

SIP Connector

Avaya Aura® Media Server

5. 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.)

Configuration Reports

Call-by-Call Reports

Multimedia Reports

AgentPerformance Reports

Outbound Reports

Contact Summary Reports

6. 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.)

Web Comms

Agent

Skillset

Server

7. You need to launch the CCT Web Administration Client to perform administrative tasks.

How do you access the CCT Web Administration Client?

On the CCMA Launchpadselect: Configuration > Select the CCT server > click CCT Administration > Click the links.

Open a web browser and browse to http://<servername>/CCTConsole, where <servername> is the name of the CCMS server.

On the Avaya Aura® Contact Center (AACC) server click: Start > Avaya > Contact Center > Communication Control Toolkit > Ref Client.

On the System Control and Monitor utility > select the CCT tab > click Launch CCT Console button.

8. 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 from the Windows network for data analysis?

Single standard XML file or flattened XML file

Single standard HTML file or flattened HTML file

Single standard CSV file or flattened CSV file

Single standard XSD file or flattened XSD file

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

Contact Center Database Dashboard

Multimedia Data Management

Multimedia Dashboard

Contact Center Database Maintenance

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

Treatments given to the customer 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

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11. 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?

Customer details are retrieved for the agent using Web services.

The newly-arrived contact is created and directed to an application using the Open Queue.

The contact is presented to the agent using the Avaya Agent Desktop.

The Contact Center application (scripting) determines how to route the contact, orin this case, present to which agent.

12. During the design of the Outbound Campaign, the administrator chooses between two types of dialing.

Which two types of dialing options are available when designing the Outbound Campaign? (Choose two.)

Preview dialing

Progressive dialing

Predictive dialing

Predetermined dialing

13. When verifying the Communication Control Toolkit (CCT) server was added during installation to the configuration page of the Contact Center Manager Administration (CCMA), which server is associated with the CCT server?

Contact Center Multimedia (CCMM)

License Manager

Contact Center Manager Administration (CCMA)

Contact Center Manager Server (CCMS)

14. Which Avaya Aura® Contact Center component is a core component that connects to a PBX to collect incoming voice contacts, provide intelligent queuing, and collect historical data?

Contact Center Manager Administration (CCMA)

Avaya Agent Desktop (AAD)

Contact Center Multimedia (CCMM)

Contact Center Manager Server (CCMS)

15. Multimedia skillsets must be defined in the Contact Center Manager Administration (CCMA) for multimedia routing to occur.

Which multimedia prefix is used for the Web Communications skillset?

WC_

VI_

PO_

SM_

16. A Contact Center Supervisor is creating an outbound campaign.

Where is the outbound campaign loaded?

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

17. Where is the administration of outbound campaigns and management of dialing listsperformed?

Contact Center Multimedia Server

Avaya Aura® Contact Center

Avaya Proactive Outreach Manager

Avaya Aura® Media Server

18. Which Avaya Aura® Contact Center component expands the contact center to manage internet-based contacts such as email and Web communications?

Contact Center Manager Server (CCMS)

Avaya Agent Desktop (AAD)

Contact Center Multimedia (CCMM)

Contact Center Manager Administration (CCMA)

19. During contact handling, agents can create a callback to a customer.

Where are the Agent Desktop callback minimum and maximum timers configured?

Agent Desktop Configuration, Default Closed Reasons

Agent Desktop Configuration, General Settings

Agent Desktop Configuration, Resources

Agent Desktop Configuration, User Settings

20. Which component manages the states of contacts, agents, terminals, and addresses used for assigning contacts?

CCT Client Applications

Contact Management Framework (CMF)

CCT API

SIP Connector