A customer with Avaya Aura@ Contact Center (AACC) has five calls waiting in queue for the Customer Service Skillset. An agent becomes available to answer the calls. Which call will be presented to the agent?

the call that has been in queue the longest

the call with the highest priority in the script

the call that has been in queue the longest

the call that has been in the system the longest

the call for which the agent has the highest priority

You just installed a new Avaya Aura Contact Center (AACC) installation and you need to configure it to communicate to the Avaya Aura Media Server (AAMS). Which configuration options do you need to configure to accomplish this?

CDNs (Route Points) and Skillsets

Media Servers and Media Services and Routes

A supervisor with Administrator user privileges wants to be able to manage voice prompts and music on the Avaya Aura@ Media Server (AAMS). Through which Launchpad item can this be accomplished?

Call Recording and Quality Monitoring

Access and Partition Management

When agents finish with a call, and if there are calls waiting, the next call rings immediately on the agent's telephone set. The supervisor would like the agents to have 30 seconds before the next call is presented to the agent. Which call presentation class option is needed to accomplish this requirement?

Presentation Option: After Call Break for N seconds:

Presentation Option: Put DN on hold to answer call

Presentation Option: Return to Queue

Presentation Option: Call Force

Presentation Option: After Call Break for N seconds:

A customer with Avaya Aura Contact Center (AACC) has opened the Skillset View in the Contact Center Management component. Which task can be performed from this view?

Schedule an Agent to Skillset assignment.

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?

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

Create a new music Call Presentation Class.

Create a new music Control Directory Number (CDN).

A supervisor with read/update/create/delete skillsets capability is trying to delete a skillset from the skillset page under the Configuration component. The error message indicates that the skillset is in use and must be removed from anything referencing it, before it can be deleted from Contact Center Manager Server (CCMS). Which two places should the supervisor look for these references? (Choose two.)

Contact Center Management > Agent Definition

Historical Statistics > Parameters

Orchestration Designer > Scripts and Flows

Real Time Statistics > Skillset Statistics

Contact Center Management > Agent Definition

Historical Statistics > Parameters

A customer with Avaya Aura Contact Center (AACC) wants to see the percentage of calls being answered in the automotive skillset in 20 seconds or less in a report. What would need to be programmed to obtain this data?

Create an application threshold class, set the Level 1 Service Level Threshold to 20, and assign the threshold class to the automotive skillset.

Create an application threshold class, set the Level 1 %Service_Level_S Threshold to 20, the Level 2 %Service_Level_S threshold to 30, and assign the threshold class to the automotiveskillset.

Create a skillset threshold class, set the Level 1 %Service_Level_S Threshold to 10, the Level 2 % Service_Level_S Threshold to 20 and assign the threshold class to the automotive skillset. D. Create a skillset threshold class, set the Level 1 %Service_Level_S Threshold to 10, the Level 2 % Service_Level_S Threshold to 20 and assign the threshold class to the automotive skillset.

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

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

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

It supports the Avaya Agent Desktop.

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

Refer to the exhibit. According to the User Definition for Susan Gordon shown in the exhibit, which statement regarding her capabilities is correct?

Susan will have access to Real Time Reporting on her launchpad.

Susan can add, delete, and edit Control Directory Numbers (CDN).

Susan can change her user name and password.

Susan will have access to Real Time Reporting on her launchpad.

Susan can bulk load data through the Configuration spreadsheets.

A customer with Avaya Aura@ Contact Center (AACC) has lost their administrator and therefore must create a Contact Center Management supervisor who can also log into the Contact Center Manager Administration (CCMA) as an administrative user, in the interim until the administrator can be replaced. The customer wants the supervisor definition to be linked to the Contact Center Manager Administrative User definition. What needs to be done to link the supervisor definition to a web administrative user definition?

In Contact Center Management, first create a new supervisor, and under CCMA Login Account Details, assign User Name and Password. Then in Access and Partition Management assign that supervisor a user type of Administrator.

In Contact Center Management, create a new supervisor, and assign Administrator Voice URI.

Create a new user in Access and Partition Management, and assign a password.

In Contact Center Management, first create a new supervisor, and under CCMA Login Account Details, assign User Name and Password. Then in Access and Partition Management assign that supervisor a user type of Administrator.

Create a new user in Access and Partition Management, assign User Type Administrator, and assign a password.

Which task can the supervisor perform in the Real-Time Displays window under the Change Mode column?

Force the agent into Not Ready and select an existing Not Ready Reason Code.

Force the agent into Not Ready and select an existing After Call Work Code.

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?

Global Setting > Agent Order Preference

Real Time Statistics > Agent Statistics

Skillset Definition > Call Age Preference

Historical Statistics > Parameters

A customer with Avaya Aura Contact Center (AACC) in a SIP environment has added an Avaya Media Aura Server (AAMS) to the Contact Center Management Administration (CCMA). What is the next step in the configuration of the AAMS?

Skillsets must be associated to the AAMS.

Services such as Announcements and Dialog must be associated to the AAMS.

The AAMS must be referenced in Global Settings.

The data in the exhibit are found in the Route Definition window under the Configuration component of Avaya Aura Contact Center (AACC) for a SIP-based Contact Center with an Avaya Aura Media Server. Which statement correctly describes how the Route Number field is used?

The route number must match a route created in the telephone system.

The route number is used in scripting to reference a specific recording or music.

The route number must be defined in global settings before it can be referenced in Route Definition.

The route number must match a variable name in the Orchestration Designer.

The route number must match a route created in the telephone system.

Refer to the exhibit. The graphic shows an Access Class, cust_serv_spv, and the two components that comprise the Access Class definition, the Manager Contact Center Manager Server (CCMS), AACCMM04, and the Launchpad Help Administration. Permissions levels are granted to items within the launchpad through the creation of an Access Class. If the supervisor has access to every item on the Launchpad, and if no permissions are granted under the Administration option, what would be the result of access restriction for the user assigned to that Access Class?

The user would not be able to access the Audit Trail from the Launchpad.

The user would not be able to acquire Control Directory Numbers (CDN).

The user would not be able to configure new agents.

The user would not be able to create new administrative users.

A customer with Avaya Aura Contact Center (AACC) wants to assign five agents to a new skillset in the most efficient way possible. How would the customer assign the agents to the skillset?

Assign the new skillset to those agent's partition.

Use the skillset window from the skillset view to assign multiple agents.

Select all five agents from the Agents Details window, then drag and drop them to the new skillset.D. Use the skillset section in the Agent Details window to assign all the agents at the same time to the new skillset.

A customer with Avaya Aura Contact Center (AACC) wants to create variables for use in script and flow applications. What are the limitations of creating global and call variables?

maximum 100 global variables, maximum 100 call variables

no stated maximum to global variables, maximum 500 call variables

maximum 200 global variables, no stated maximum to call variables

maximum 1000 global variables, maximum 300 call variables

A customer with Avaya Aura@ Contact Center (AACC) Orchestration Designer opens the Contact Router for the first time by right clicking the Master Script. Which options are available?

Open application/Edit application

Open in text editor/Open in flow editor

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

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

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

New applications created in the Local View may be added to the Contact Center View using theSynchronization View.

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

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

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

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

New applications created in the Local View may be added to the Contact Center View using theSynchronization View.

Some variables can have a list or range of values instead of only a single value. On creation of these global variables the class type set is selected. Which three variables types support this class type? (Choose three.)

Agent Identification (Agent_ID)

A customer with Avaya Aura Contact Center (AACC) has created a loop in a script application with the following parameters:

Section wait_loopIF NOT QUEUED AND IF NOT OUT OF SERVICE SKILLSET automotive THENGIVE RAN out_of_service_ran_gvDISCONNECTEND IFEND IFGIVE RAN agts_still_busy_ran_gvWAIT 30EXECUTE wait_loop

While the caller is in the loop, the customer wants an announcement to play every thirty seconds, and the queued status of the call and the in-service status of the skillset must be evaluated. 2. If the call is not queued, and if the skillset is out of service, the call will be sent to an out of service announcement. 3. If the call is not queued and the skillset is in service, it must be re-queued.What is the proper script syntax to accomplish this requirement?

Section wait_loopIF NOT QUEUED AND IF NOT OUT OF SERVICE SKILLSET automotive THENGIVE RAN out_of_service_ran_gvDISCONNECTEND IFEND IFGIVE RAN agts_still_busy_ran_gvWAIT 30EXECUTE wait_loop

Section wait_loopIF NOT QUEUED THENIF NOT OUT OF SERVICE automotive THENQUEUE TO SKILLSET automotiveWAIT 2ELSEGIVE RAN out_of_service_ran_gvDISCONNECTEND IFEND IFGIVE RAN agts_still_busy_ran_gvWAIT 30

Section wait_loopIF NOT QUEUED THENIF OUT OF SERVICE SKILLSET automotive THEN gvGIVE RAN out_of_service_ran_gvDISCONNECTEND IFEND IFGIVE RAN agts_still_busy_ran_gvWAIT 30EXECUTE wait_loop

Section wait_loopIF QUEUED AND IF OUT OF SERVICE automotive THENGIVE RAN out_of_service_ran_gvDISCONNECTEND IFEND IFGIVE RAN agts_still_busy_ran_gvWAIT 30EXECUTE wait_loop

Avaya 3312 Practice Test 1 - Free Online Exam Prep & Questions

From which area of the Avaya Agent Desktop can you copy the Customer CLID?

Customer Basic Tab

Customer Intrinsics Tab

Customer Detail Tab

Customer Contact Tab

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