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Avaya Aura ContactCenter Implementation Exam Questions and Answers

Question 1

In Contact Center Release 7, Contact Center Manager Administration (CCMA) stores information in a Cache Database.

Which three statements regarding the Cache database are true? (Choose three.)

Options:

A.

It simplifies the overall solution as all components use a common database.

B.

Avaya Aura® Contact Center Release 7 updates the version of Cache 2015 to Intersystem Cache.

C.

The Cache database technology supports database shadowing for fault tolerant and mission critical solutions such as AACC.

D.

All data is now replicated and there is no need for a CCMA backup and restore.

Question 2

Which two statements about scheduled backups are true? (Choose two.)

Options:

A.

Contact Center stores up to seven backup files at each server location.

B.

You can use this utility to back up operating system files.

C.

The backup location must be a tape or optical drive.

D.

You can schedule single or multiple backup tasks on a daily, weekly, or monthly basis.

Question 3

Which Avaya Aura® Contact Center component is the application agents used to handle voice and non-voice contacts?

Options:

A.

Contact Center Multimedia (CCMM

B.

Avaya Agent Desktop (AAD)

C.

Contact Center Manager Server (CCMS)

D.

Contact Center Manager Administration (CCMA)

Question 4

Users of the Outbound Campaign Management Tool require access rights to the Outbound component. Which component within the Center Manager Administration would the user be assigned Launchpad option access?

Options:

A.

Configuration

B.

Access and Partition Management

C.

Contact Center Management

D.

Multimedia

Question 5

What is defined for Agent Blending skillsets to decide when agents transition from Outbound to Inbound and when agents are returned to Outbound activities?

Options:

A.

Route Point

B.

Call Presentation Class

C.

Script

D.

Thresholds

Question 6

You need to launch the CCT Web Administration Client to perform administrative tasks. How do you access the CCT Web Administration Client?

Options:

A.

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

B.

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

C.

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

D.

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

Question 7

Avaya Aura® Contact Center (AACC) Release 7 supports only the Avaya Aura® Media Server (AAMS), formerly called Avaya Media Server.

Which three statements regarding the AAMS are true? (Choose three.)

Options:

A.

AAMS is supported on the Windows Server 2012 R2 operating system when installed co-resident with AACC.

B.

AACC requires a license for each AAMS instance in the solution.

C.

An Avaya Aura® Media Server High Availability pair of server requires two instance licenses.

D.

A standalone Avaya Aura® Media Server is supported on the Windows Server operating system.

Question 8

You have created a new application (script) in Orchestration Designer (OD).

Which configuration steps in OD will allow you to place a test call to the new application?

Options:

A.

Select Application Routes > CDNs > Configured Routes > Select Application > Save

B.

Select Application > Routes > Add Application > Save

C.

Select Call Router > Application Routes > CDNs > Configured Routes > Add > Select Application > Save

D.

Select CDNs > Add Application > Save

Question 9

Which type of dialing is it when the outbound call is made automatically after presentation to the agent?

Options:

A.

Progressive dialing

B.

Predetermined dialing

C.

Predictive dialing

D.

Preview dialing

Question 10

You have been asked to install an Avaya Aura® Contact Center High Availability (HA) solution for a customer who already has an existing AACC solution. You have installed the Standby server and entered all of the IP Address information in the HA configuration tool on the existing Primary AACC server.

What is the next required step?

Options:

A.

Install the Replication Server for database replication.

B.

Run the High Availability tool on the Standby Server.

C.

Perform a backup on the Primary server and execute a restore of the backup on the Standby server.

D.

Reboot the Primary and Secondary Server so that they will synchronize.

Question 11

You have increased the multicast time to live value on the Contact Center Manager Server (CCMS).

After changing the value, which CCMS service must be restarted so that the new value can take effect?

Options:

A.

CCMS SDP_Service, the Statistical Data Propagator Service

B.

CCMS RSM_Service, the Real-Time Statistical Manager Service

C.

CCMS RDC_Service, the Real-Time Data Calculator Service

D.

CCMS IS_Service, the Intrinsic Service

Question 12

What is required when configuring an Email skillset in the Contact Center Multimedia Administration Tool?

Options:

A.

the assignment of a route point for each email skillset

B.

the assignment of a script for each email skillset

C.

the assignment of a vector for each email skillset

D.

the assignment of an open queue for each email skillset

Question 13

You have been asked to generate outbound and multimedia reports based on data stored within the Contact Center Multimedia (CCMM) database. You must also access multimedia data sources through the Report Creation Wizard for reporting customization. The CCMM server has been added through the Contact Center Manager Administration (CCMA). Which additional step is required to complete this task?

Options:

A.

Assign the CCMM server as a reporting server for the Contact Center Manager Server (CCMS).

B.

Add the Communication Control Toolkit (CCT) server through the CCMA.

C.

Add the Microsoft Exchange server through the CCMA.

D.

Assign the CCT server as a reporting server for the CCMS.

Question 14

Which Communication Control Toolkit server software component is used to import bulk resources from the Windows server into the CCT database?

Options:

A.

CCT Console

B.

CCT Trace Control

C.

CCT Reference Client

D.

CCT API

Question 15

Which three Operating Systems are supported for an Avaya Agent Desktop (AAD) client installation?

Options:

A.

Microsoft Windows 8.1 (32-bit and 64-bit)

B.

Microsoft Windows 7 (32-bit and 64-bit)

C.

Windows XP Professional SP2 or later

D.

Microsoft Windows 10 (32-bit and 64-bit)

Question 16

When configuring servers for an Avaya Aura® Contact Center (AACC) High Availability (HA) implementation, if you are using the Hosts files to resolve Managed names to Managed IP Addresses, ensure that you add the Managed Names and Managed IP Addresses to the Hosts file.

Which DNS entries must be made for the HA servers?

Options:

A.

One Dynamic DNS entry for the Active serverOne Dynamic DNS entry for the Standby serverOne Dynamic DNS entry for the Managed name and associated IP address

B.

Static DNS entry for the Active server

C.

One DNS static entry for the Active serverOne DNS static entry for the Standby serverOne DNS static entry for the Managed name and associated IP address

D.

One static entry for the Active serverOne static entry for the Standby server

Question 17

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.)

Options:

A.

the Skillset the Email was sent to (skillset groups)

B.

who the Email was sent from (sender groups)

C.

when the Email was received (office hours)

D.

what priority the Email was sent with (priority groups)

E.

specific characters, words or phrases in the Email message (keywords)

Question 18

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

Options:

A.

Avaya IQ

B.

Avaya Aura® Experience Portal

C.

Avaya Proactive Outreach Manager

D.

Contact Center Manager Administration

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