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

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