3312 Online Practice Questions and Answers

A customer with Avaya Aura Contact Center (AACC) requires a real-time report that will show up to 15 minutes of real time data on the screen, allowing the supervisor to identify trends as they emerge. Which Real-Time Display would accomplish this?

A. Time Line Display

B. Interval to Date Display

C. Billboard Collection

D. Agent Map

A customer with Avaya Aura Contact Center (AACC) wants callers, who are waiting to be answered by an agent, to hear a series of three different recorded announcements while they are waiting in the queue.

If the customer is still on hold after hearing all three messages, the series of three messages should continue to be repeated until the caller is presented to an agent.

Which section of script would accomplish this scenario?

A. ASSIGN 1 TO loop_counter_cv SECTION wait_loop WHERE loop_counter_cv EQUALS VALUE 1: GIVE RAN 15 VALUE 2: GIVE RAN 16 VALUE 3: GIVE RAN 17 DEFAULT: END WHERE ASSIGN loop_counter_cv + 1 TO loop_counter_cv WAIT 30

EXECUTE wait_loop

B. ASSIGN 1 TO loop_counter_cv SECTION wait_loop WHERE loop_counter_cv EQUALS VALUE 1: GIVE RAN 15 VALUE 2: GIVE RAN 16 VALUE 3: GIVE RAN 17 DEFAULT: ASSIGN 0 TO loop_counter_cv END WHERE ASSIGN loop_counter_cv + 1 TO loop_counter_cv WAIT 30 EXECUTE wait_loop

C. ASSIGN 1 TO loop_counter_cv SECTION wait_loop WHERE loop_counter_cv EQUALS VALUE 1: GIVE RAN 15 VALUE 2: GIVE RAN 16 VALUE 3: GIVE RAN 17 DEFAULT: ASSIGN loop_counter_cv + 1 TO loop_counter_cv END WHERE WAIT 30 EXECUTE wait_loop

D. SECTION wait_loop ASSIGN 1 TO loop_counter_cv WHERE loop_counter_cv EQUALS VALUE 1: GIVE RAN 15 VALUE 2: GIVE RAN 16 VALUE 3: GIVE RAN 17 DEFAULT: ASSIGN loop_counter_cv + 1 TO loop_counter_cv END WHERE WAIT 30 EXECUTE wait_loop

You are building a new call flow that will use hold music, that is stored on the Avaya Aura Media Server (AAMS), while calls are waiting in queue. You created your music folder on AAMS and uploaded the music files to the music folder in the AAMS server successfully.

What needs to be done in the Contact Center Manager Administration (CCMA) server to allow the music to be used in the new call flow?

A. Create a new music skillset.

B. Create a route with the name of the music content group on AAMS.

C. Create a new music Call Presentation Class.

D. Create a new music Control Directory Number (CDN).

A customer with Avaya Aura Contact Center (AACC) is attempting to add a new activity code to the system, but receives a system error stating that the maximum number of activity codes allowed has been exceeded.

To determine the maximum number of allowed activity codes, under which option within the Configuration component would the customer look?

A. Global Settings

B. Threshold Classes

C. Real Time Statistics

D. Historical Statistics

A customer with Avaya Aura Contact Center (AACC) would like to use the Configuration Tool spreadsheet to add resources to the Contact Center.

Which three tasks can be configured using this tool? (Choose three.)

A. assignments

B. skillsets

C. script variables

D. threshold classes

E. presentation classed

Which function does the Avaya Aura Media Server (AAMS) provide to the Avaya Aura Contact Center (AACC) in a SIP environment?

A. It supports the Active Directory link to the Computer Telephony Integration (CTI) agent.

B. It links the Communications Control Toolkit Server to the Contact Center Management Administration (CCMA).

C. It supports the Avaya Agent Desktop.

D. It anchors customer calls, announcements, and agent calls to the AAMS conference it created.

When more than one agent is available to receive a call, the agent with the highest priority in the skillset will receive the call. If more than one agent has the highest priority, the customer would like the call to be presented to the agent who has been idle the longest since their last Automatic Call Distribution/Control Directory Number (ACD/CDN) call.

Where is this parameter configured?

A. Real Time Statistics > Agent Statistics

B. Historical Statistics > Parameters

C. Skillset Definition > Call Age Preference

D. Global Setting > Agent Order Preference

A customer with Avaya Aura Contact Center wants to create a script In the Local View. Which three statements are true regarding the Local View? (Choose three.)

A. The Local View can be populated with Contact Center View data.

B. Application Manager Data added to the Local View is automatically updated in the Contact Center View.

C. The Local View can be launched as a stand-alone option from an executable on a user's machine.

D. By default, when the Local View is initially opened it includes the same data as the Contact Center View.

E. New applications created In the Local View may be added to the Contact Center View using the Synchronization View.

A customer with Avaya Aura Contact Center (AACC) needs to create a new Contact Center Management agent.

Which three features can be assigned to a Contact Center Management agent? (Choose three.)

A. Skillsets.

B. Activity Code

C. Call Presentation Class

D. Control Directory Number (CDN)

E. Threshold Class

Refer to the exhibit.

The flow in the exhibit has been created in Avaya Aura Contact Center (AACC) Orchestration Designer Scripting. If the automotive skillset is out of service, the caller will hear a technical difficulties announcement, and then proceed to the Logic Block. After the technical difficulties announcement, the caller should be disconnected.

To provide a disconnect, to which block should the technical difficulties output block be connected?

A. Finish Block

B. Custom Block

C. Treatment Block

D. Anchor Block