Free Access Avaya.6211.v2022-07-10.q30 Practice Test (Page 2)

Question 1

Where are all agents used in the Avaya Aura Contact Center POM integration administered?

A.Avaya Aura Experience Portal

B.Contact Center Manager Administration

C.Avaya Proactive Outreach Manager

D.Avaya IQ

Question 2

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 onthe double page icon?

A.Accessing the address book

B.Getting workitem status

C.Transferring the call

D.Copy the calling number from the workitem

Question 3

Multimedia skillsets must be defined in the Contact Center Manager Administration (CCMA) for multimedia routing to occur. Which name convention differentiates multimedia skillsets from voice skillsets?

A.A multimedia suffix is added to the skillset name.

B.A multimedia prefix is added to the skillset name.

C.Multimedia is added to the skillset name.

D.A multimedia disposition code is added to the skillset.

Question 4

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.Getting workitem status

B.Accessing the address book

C.Copy the calling number from the workitem.

D.Transferring the call

Question 5

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.the Skillset the [mail was sent to (skillset groups)

B.who the Email was sent from (sender groups)

C.what priority the Email was sent with (priority groups)

D.specific characters, words or phrases In the Email message (keywords)

E.when the Email was received (office hours)

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