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Avaya 6211 Exam Syllabus

Avaya Aura Contact Center Multimedia Implementation Exam

Last Update Nov 24, 2024
Total Questions : 60

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Avaya 6211 Exam Overview :

Exam Name Avaya Aura Contact Center Multimedia Implementation Exam
Exam Code 6211
Actual Exam Duration 90 minutes
Expected no. of Questions in Actual Exam 60
Official Information https://www.avaya-learning.com/lms/#/training/catalog/offering/21497
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Avaya 6211 Exam Topics :

Section Weight 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.

Updates in the Avaya 6211 Exam Syllabus:

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