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The Avaya Aura Contact Center Multimedia Implementation Exam (6211) is a requirement to earn the Avaya Aura Contact Center CCT and Multimedia Implement (ACIS - 6209) 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.

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.

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.

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.

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.

Describe the Avaya Aura Contact Center / Avaya Proactive Outreach Manager integration components, configuration, administration, and agent experience.

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

A.To record the dialing of an outbound call

B.To record the state of an outbound call

C.To answer an outbound call

D.To end the outbound call

Answer: D

Which tool is used to create cleanup rules and scheduled tasks in Contact Center Multimedia (CCMM)?

A.Contact Center Database Maintenance Utility

B.Control Utility

C.CCMM Data Management

D.System Control and Monitor Utility

Answer: C

A user is assigning a skillset to a call while creating a new outbound campaign. What is the result if the skillset field is left blank?

A.The campaign stops functioning.

B.The campaign will not be created.

C.The campaign will not receive data.

D.The campaign will receive calls but no agent is assigned.

Answer: D

A customer with Contact Center Multimedia (CCMM) needs to create, modify, and monitor outbound campaigns. Which CCMM tool, accessed from the Contact Center Manager Administration (CCMA) application, provides this functionality?

A.the Outbound Campaign Management Tool

B.the CCMA

C.the Multimedia Contact Manager

D.the E-mail Manager

Answer: A

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

A.Contact Center Database Dashboard

B.Multimedia Data Management

C.Multimedia Dashboard

D.Contact Center Database Maintenance

Answer: B