EMT Practice Test

1. Question Content...

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Question1: A technician has installed Communication Control Toolkit (CCT) and Contact Center Multimedia (CCMM), Contact Center Manager Server (CCMS) and Contact Center Manager Administration (CCMA). The customer would like to create scripts or graphical flows to verify contacts in Contact Center. Which component of the CCMA would be used to create flows?

Question2: A technician has installed Contact Center Multimedia (CCMM) in the contact center and will use Avaya Aura Agent Desktop (AAAD) to respond to customer e-mail contacts. Which three e-mail features are available in the AAAD? (Choose three).

Question3: A network drive is being mapped that will be used to setup the Contact Center Multimedia database. The following information is provided:
The Contact Center Multimedia server name is CCMM001

The Contact Center Multimedia server IP address is 192.167.140.15

The backup server name is backup004

The backup server IP address is 192.167.140.20

The backup folder name is dbbackup

What is the UNC path for the mapped network drive?

Question4: You are planning a co-resident Avaya Aura Contact Center with Contact Center Multimedia. You know that the co-resident installation will have greater hardware requirements than a standalone installation. What tool will you use to access the server hardware requirements for this installation?

Question5: The customer wants to implement a Contact Center Multimedia (CCMM) to support a multimedia environment. Which two digit function server types could be used for the multimedia architecture? (Choose two).

Question6: A technician has installed Communication Control Toolkit (CCT) and wants to import Windows users from the customer's network. In order to import Windows domain users into the CCT database, what two criteria must exist between the CCT server and the Windows Domain Controller? (Choose two).

Question7: A customer is using Contact Center Multimedia (CCMM) to provide web services for integrating with their Contact Center. They have three domains, one contains Contact Manager Server (CCMS), one contains Communication Control Toolkit (CCT) and one contains Avaya Aura Agent Desktop (AAAD). Which two statements describe the conditions that are required? (Choose two).

Question8: When adding Communication Control Toolkit (CCT) server to the configuration page of the Contact Center Manager Administration (CCMA). Which server do you need to associate with the CCT server?

Question9: The technician has installed a Contact Center multimedia (CCMM)email and web services to the Contact Center solution. What do the customers email and web server connect to?

Question10: The technician needs to install an Avaya Aura Contact center in a co-resident configuration to support a contact center with less than 200 agents or less than 12000 calls per hour. The Contact Center Support Multimedia Outbound and Universal Networking. The co-resident applications link through Contact Center Manager Server, License Manager, Contact Center Manager infrastructure, Communication Control Toolkit, Contact Center Multimedia, Server Utility and Avaya Media Server. For this installation, what is the drive letter and size of the hard disk partition required for the Avaya Aura Contact Center application?

Question11: A technician is preparing to do his partitioning on a co-resident Contact Center Manager Server (CCMS).
All database drives must be partitioned in what size increments?

Question12: A technician has completed a Communication Control Toolkit (CCT) installation. What post install task must be undertaken in order to prevent undesirable issues which may interfere with normal operation of the contact center?

Question13: An agent with Avaya Aura Agent Desktop cannot log into the Contact Center. The technician needs to verify network connectivity from the agent PC to the Contact Center Multimedia server. Which command is used to verify the physical network connection between agent PC to the CCMM server?

Question14: A technician has been asked to generate outbound and multimedia reports based on data stored within the Contact Center Multimedia (CCMM) database. The technician must also access multimedia data sources through the Report Creation Wizard for reporting customization. The CCMM server has been added to the Contact Center Manager Administration (CCMA).
Which additional step is required to complete this task?

Question15: A technician has installed Communication Control Toolkit (CCT). Which three elements are added to the event viewer? (Choose three)

Question16: A new install of Contact Center Multimedia (CCMM) is configured properly and is operational. The technician wants to perform a backup of the CCMM database. Which tool is used to perform the backup?

Question17: Which two services for Contact Center Multimedia (CCMM) are set as mandatory automatic startup?
(Choose two.)

Question18: When treating emails through Contact Center Multimedia (CCMM), you have identified that there is an added email service that can handle inbound and outbound messages. What type of protocol handles outbound messaging?

Question19: The Contact Center supervisor is creating an outbound campaign. Where is it loaded?

Question20: Which statement regarding Contact Center Multimedia (CCMM) transactions and agent capacity are true?

Question21: Which service provides the current interface into the database for all Communication Control Toolkit (CCT) services?

Question22: What describes the installation of an Avaya Aura Agent Desktop (AAAD) with the use of Microsoft's .NET framework?

Question23: A customer has multiple Contact Center Manager Server (CCMS) servers which are networked and operate as a single distributed contact center. Which component manages the Network Skill-based Routing configuration and communication between the servers?

Question24: The routing rules in Contact Center Multimedia (CCMM) make several complex decisions to decide the handling and routing of the multimedia contacts. What are three things that refer to the routing rules?
(Choose three).

Question25: Windows 2008 enables the firewall if connected to a domain. What does Avaya recommend to ensure client server connectivity?

Question26: A technician has installed Contact Center Multimedia (CCMM) within the Contact Center environment.
Multimedia skillsets must be defined in the Contact Center Administration (CCMA) for multimedia routing to occur. What name convention differentiates multimedia skillsets from voice skillsets?

Question27: Which statement about Contact Center Multimedia is true?

Question28: The customer with Contact Center Multimedia (CCMM) installed and configured does not get emails to agents when logged in on the inbound skillset with AAAD. Which three system parameters can be checked in the CCMM dashboard to troubleshoot this problem? (Choose three).

Question29: Open Queue is part of what Communication Control Toolkit subcomponent?

Question30: What is the sequence that components use when handling the routing on an E-mail contact with Avaya Aura Contact Center?

Question31: A customer wants to implement Contact Center Multimedia (CCMM) but is worried about security. Given the information in the exhibit, what should be done to enable rollback to the current Windows firewall policy before importing the Avaya Aura Contact Center firewall policy?

Question32: A technician needs to install a Contact Center Multimedia (CCMM) that is a standalone application on a customer supplied server. The Contact Center must be able to support between 600 and 1000 multimedia agents. Which CPU is recommended for this installation?

Question33: A technician is installing the Avaya Aura Agent Desktop (AAAD) on an agent computer. Which three prerequisite software packages are installed as part of this installation? (Choose three).

Question34: Where can the settings are configured for the inbound mail handler (IMH) such as the time between intervals?

Question35: A technician is installing a Contact Center Multimedia (CCMM) on a standalone server platform. The PVI Check utility returns a warning of a system readiness check problem. Which statement about warnings in the system readiness checks warning is true?

Question36: Which service contains the inbound message handler (IMH) component?

Question37: You have completed the co-resident installation including Contact Center Manager Administration (CCMA), Contact Center Manager Server (CCMS) and Communication Control Toolkit (CCT). What action is required to set the deployment type in the CCT console?

Question38: You have installed Communication Control Toolkit (CCT) and need to add the CCT server in the Contact Center Administration (CCMA) web interface and associate it to a Contact Center Manager Server (CCMS). After adding the CCT server, you are unable to associate it with the CCMS, what is a problem with this installation?

Question39: A customer with Contact Center Multimedia (CCMM) installed needs to create, modify and monitor outbound campaigns. Which CCMM tool, accessed from the Contact Center Management Administration (CCMA) application can provide this functionality?

Question40: E-mail server contacts are retrieved from a POP3 capable email server using the Inbound Message Handler (IMH). The IMH runs at regular intervals. Which two settings can be configured for IMH? (Choose two).

Question41: When verifying the Contact Center Multimedia (CCMM) installation, how would you verify the multimedia database?

Question42: When adding the Contact Center Multimedia (CCMM) server to the configuration pages of Contact Center Manager Administration (CCMA), what username and password must be supplied to the server to register?

Question43: A technician is installing a Contact Center Multimedia for a Contact Center installation. Which statement about the minimum requirement for a network connection is true?

Question44: A technician is installing the Avaya Aura Agent Desktop (AAAD) on an agent computer. Contact Center Multimedia (CCMM) is not installed on this solution. When browsing, where can the AAAD installation page be found?

Question45: You have installed an Avaya Aura Contact Center System with Communication Control Toolkit (CCT) and Contact Center Multimedia (CCMM). The customer has started using an outbound campaign, but an available agent is not presented in outbound contacts. Which component presents the outbound contacts to the agent through Avaya Aura Agent Desktop?

Question46: A technician needs to install Avaya Aura Contact Center Communication Control Toolkit (CCT) in a standalone application on a customer supplied server that has 4GB RAM installed. Which action should be taken?

Question47: A technician is configuring a Windows 2008 operating system for a co-resident Avaya Aura Contact Center installation which will be deployed in a Windows domain. Which two rules apply to the server name?
(Choose two)

Question48: When verifying the installation using the Communication Control Toolkit (CCT) reference client. A message is received stating that the server is not authorized for the CCT database even though the agent is configured correctly in the Contact Center Manager Administration (CCMA) utility. What is the process to verify that the user data was pushed in CCT database correctly?

Question49: Agents must be associated with appropriate contact center windows user with the Contact Center Manager Administration (CCMA) server. From which CCMA menu component do you add agents?

Question50: It is recommended that third-party software not be installed on a Communication Control Toolkit (CCT) server because untested third-party software compromises the system performance. What is an exception to this rule?

Question51: You want control of when and how Avaya or any other service partner can access your equipment. You will need to configure the remote access architecture and remote desktop connection. What do you use along with Remote Desktop Connection features to add access your equipment?

Question52: A technician is adding an agent in the Contact Center Manager Administration (CCMA) utility. But no option to add Communication Control Toolkit (CCT) user account details is presented. What option must be taken to solve this problem?