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Prerequisites of Avaya 6211 Exam
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What Avaya 6211 Exam is All About?
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Avaya 6211 Exam Syllabus Topics:
| Section | Objectives |
| Topic 1: Avaya Aura Contact Center Architecture | - Deployment models
- 1. High availability concepts
- 2. Single-site and multi-site configurations
- System components overview
- 1. Multimedia subsystem architecture
- 2. Contact Center Manager (CCM) roles
|
| Topic 2: Configuration and Administration | - User and role management
- 1. Supervisor configuration
- 2. Agent provisioning
- System configuration
- 1. Queue and agent setup
- 2. Skill-based routing configuration
|
| Topic 3: Integration and Connectivity | - External system integration
- 1. CTI integration basics
- 2. CRM integration concepts
- Reporting and analytics
- 1. Contact center reporting tools
- 2. Performance metrics interpretation
|
| Topic 4: Troubleshooting and Maintenance | - System monitoring
- 1. Health check procedures
- 2. Alarm and log analysis
- Issue resolution
- 1. Performance troubleshooting
- 2. Common configuration issues
|
| Topic 5: Multimedia Contact Handling | - Work item management
- 1. Work item lifecycle
- 2. Routing strategies
- Media channels
- 1. Chat and web interaction handling
- 2. Email routing and processing
- 3. Social media interaction integration
|