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

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