Avaya 6210 Exam Practice Test Instant Access

Question 1

Agents will use Disposition Codes after closing an outbound contact. For which purpose is a disposition code used by agents?

ATo record the dialing of an outbound call

BTo record the state of an outbound call

CTo answer an outbound call

DTo end the outbound call

Answer : D

Question 2

You are adding 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?

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

BSelect the 'Enable CTI for this agent' option.

CSelect the 'Create CCT agent' option.

DSet the agent user type to 'Supervisor/Agent'.

Answer : D

Question 3

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 on the double page icon?

AGetting workitem status

BTransferring the call

CAccessing the address book

DCopy the calling number from the workitem

Answer : C

Question 4

Refer to the exhibit. You are creating an Advanced Screenpop in the wizard and have configured where the screenpop will launch (highlighted in the box). Where will the screenpop launch as shown in the exhibit?

ALaunch the screenpop internally in the tab of the Agent Desktop

BLaunch the screenpop externally on the user's browser

CLaunch the screenpop externally in the agent's Conferencing software

DLaunch the screenpop internally in the initial screen of the Agent Desktop

Answer : A

Question 5

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?

AAgent Desktop Configuration, General Settings, Advanced Settings

BAgent Desktop Configuration, General Settings

CAgent Desktop Configuration, User Settings

DAgent Desktop Configuration, Resources

Answer : A

Question 6

Which service contains the Inbound Message Handler (IMH) component?

AContact Center Multimedia (CCMM) License Service

BContact Center Multimedia (CCMM) Campaign Scheduler Service

CContact Center Multimedia (CCMM) E-mail Manager Service

DContact Center Multimedia (CCMM) Starter Service

Answer : C

Question 7

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

AIt is loaded on external database.

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

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

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

Answer : D

Avaya 6210 Avaya Aura Contact Center Implementation Exam Practice Test