Details : Certification Exam 1.50 hrs
Audience Availability
Associated Smart Tracks : ACIS-6209 : Avaya Aura® Contact Center CCT and Multimedia
Description The Avaya Aura® Contact Center Multimedia Implementation Exam (6211) is a requirement to earn the ACIS – Avaya Aura® Contact Center CCT and Multimedia credential.
This exam has 60 questions and the minimum passing score is 70% (42 of 60 correct). The candidate has 90 minutes to complete this exam.
Test Objectives The test covers the following knowledge areas and learning objectives:
Components
Describe how the components such as CCT and Contact Center Multimedia fit into the Avaya Aura Contact Center environment.
Describe the Communication Control Toolkit components.
Describe the purpose of the Contact Center Multimedia in Avaya Aura Contact Center (AACC) and the network components required to facilitate multimedia contacts.
Describe the components of the Contact Center Multimedia solution architecture.
Multimedia Configuration and Administration
Add the Communication Control Toolkit and Contact Center Multimedia servers in Contact Center Manager Administration.
Perform configuration tasks in Contact Center Manager Administration to enable multimedia contacts in the contact center.
Describe the function of the scripting applications and describe some of the commands and intrinsics to create the applications.
Describe the Multimedia sample applications that are installed with Contact Center Multimedia.
Describe the general settings configuration in the Contact Center Multimedia Administration Web interface.
Configure the Multimedia settings for Contact Center Agent Desktop.
Multimedia Contacts
Describe the types of multimedia contacts that the contact center handles with the Multimedia server enhancements.
Describe the components required to route email contacts including rules, rule components, and limitations.
AACC Multimedia System Monitoring and Routines
Configure and modify outbound campaigns and call data settings using the Outbound Campaign Management Tool (OCMT).
Configure the required properties to route Web communication or Web chat contacts to agents.
Configure the communication tools in the Multimedia Administration application.
Describe real-time and historical reporting for multimedia contacts.
Perform the routine maintenance tasks for the Contact Center Multimedia database.
AACC with POM Integration
Describe the Avaya Aura Contact Center / Avaya Proactive Outreach Manager integration components, configuration, administration, and agent experience.
Prerequisite Knowledge Review the credential curriculum map for any prerequisite information.
Scheduling this exam at Pearson VUE Test Centers Visit the Pearson VUE website at https://www.pearsonvue.com/avaya/ to see currently available Avaya exams, regional exam pricing and register for a testing session.
Pearson VUE encourages candidates to book testing sessions well in advance (2+ months) to help ensure individual requirements can be met. Candidate demand often fluctuates.
Pearson VUE Authorized Test Centers represent a network of Pearson VUE independent business partners primarily in the commercial and academic market spaces. Availability of testing centers varies by city/state/geographic region based upon business partner participation in the Pearson VUE testing program.
As independent business partners, Pearson VUE Test Centers establish their own hours of operation and testing seat capacity. Reservations are accepted on a first come / first serve basis independent of the vendor exam chosen. Test Center, Online or Pearson VUE Call Center reservations all work from the same inventory of available testing sessions. Contacting a Pearson VUE Test Center can provide candidates with the best understanding of what parameters drive a Center?s days / hours of operation; this can be particularly helpful for Testing Centers associated with academic institutions.
Includes these products
6211-Avaya Aura® Contact Center Multimedia Implementation Exam
QUESTION 1
Where are all agents used in the Avaya Aura® Contact Center POM integration administered?
A. Avaya IQ
B. Avaya Aura® Experience Portal
C. Avaya Proactive Outreach Manager
D. Contact Center Manager Administration
Answer: C
QUESTION 2
Where is the administration of outbound campaigns and management of dialing lists performed?
A. Contact Center Multimedia Server
B. Avaya Aura® Contact Center
C. Avaya Proactive Outreach Manager
D. Avaya Aura® Media Server
Answer: B
QUESTION 3
Which template would you assign to an Inbound skillset so it can be monitored by the POMBlending Service?
A. POM Template
B. Blending Template
C. Agent Template
D. Skillset Template
Answer: D
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