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Avaya 6211 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Architecture and Components | 20% | - Proactive Outreach Manager integration - Communication Control Toolkit components - Aura Contact Center Multimedia solution architecture |
| Topic 2: Reporting, Maintenance and Troubleshooting | 15% | - Routine database and system maintenance - Real-time and historical multimedia reporting - Common configuration issues and resolution |
| Topic 3: Multimedia Channel Configuration | 25% | - Communication tools configuration - Agent Desktop multimedia settings - Email routing rules and components - Web chat and web communication routing |
| Topic 4: Scripting and Routing Logic | 20% | - Multimedia scripting applications - Commands and intrinsics for contact routing - Sample multimedia applications |
| Topic 5: Installation and Initial Configuration | 20% | - Database setup and maintenance - Multimedia Administration Web interface settings - Enable multimedia in Contact Center Manager Administration |



