Published on February 26, 2014
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P a g e | 2 Question: 1 In Avaya Aura Contact Center (AACC), how do you create auto responses that address the most commonly received e‐mail queries? A. Run ,1 "Contacts is Closed by Auto Suggestion, top 5" historical report from the "Multimedia" folder in Historical Reporting on the Contact Center Manager Administration (CCMA) server, and auto suggestion keywords and responses from the report to create new e‐mail auto‐respect. B. Enable "Keyword Reporting" for e‐mail contacts in the "E mail" tool in Contact Center Multimedia (CCMM) Administration, then use the "Keyword Frequency" tool to determine which keywords would be used to trigger new auto‐responses. C. Run a "Contact Summary" report in Historical Reporting on the CCMA server and create auto‐ responses based on the most frequently‐occurring e‐mail contact topics in the report. D. Use the "Auto‐Suggest Promotion" tool in CCMM Administration to promote auto‐suggestions auto‐responses based on the percentage of contacts for which each auto‐suggestion was selected. Answer: D Question: 2 While Investigating an Issue with an Avaya Aura Contact Center (AACC) Contact Center Manager (CCMS), you discover that the Task Flow Executor (TFE) frequently restarts. In an effort to discover the cause of the restarts, you decide to review the TFE log file. Which file contains the most recent TFE logs? A. D:AvayaLogsCCMSTFE 1.log B. D:Avayal_ogsCCMS_TFF 1.log C. D:AvayaLogsCCMS_TFE_5.log D. D:AvayaLogsCCMSCCMS_TFE_1.log Answer: D Question: 3 Where are current SIP messages logged by Contact Center Manager Server? A. C:AvayalogsCCMSSipMessages0 B. D:AvayaLogsCCMSSGMSipMessages0 C. D:AvayaLogsCCMSCCMS_SGM_SipMessages0 D. F:TracesAvayaLogsCCMSSGMSipMessagesO Answer: C Question: 4 In the Avaya Aura Contract Center (AACC) SIP environment, when a call is presented to an agent’s telephone, the Avaya Aura Agent Desktop (AAAD) also alerts the agent to the incoming call. The call may be answered either via the telephone or AAAD. If the agent uses the AAAD to answer the call, which protocol is used between AACC and the switch to signal off‐hook?
P a g e | 3 A. CCT B. SIP RTP C. TAPI D. TR87 Answer: D Question: 5 An agent is configured to handle e‐mail multimedia contacts. The agent is able to receive, read, and reply to e‐mails using the Avaya Aura Agent Desktop (AAAD). However, the agent cannot open attachments in inbound e‐mails. What is a possible cause of this problem? A. The agent’s web browser is not set for the correct character encoding. B. .NET 3.5 Service Pack 1 is not installed on the agent’s computer. C. Internet Explorer is not set as the default browser on the agent’s computer. D. The agent has not been granted “open E‐mail Attachments” rights in Contract Center multimedia (CCMM). Answer: C
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