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Avaya 3312 Practice Test - Questions Answers

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List of questions

Question 1

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

Question 2

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A customer using CTI to provide screen pops to the agent requires a four second delay inserted before a call is presented to the agent's telephone. Which Call Presentation Class option would be used

Question 3

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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 t

Question 4

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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 c

Question 5

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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?

Question 6

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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? (

Question 7

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A supervisor with Avaya Aura Contact Center (AACC) would like to create a custom Application Display. The data fields available fall into three categories: cumulative, fixed, and instantaneous. What

Question 8

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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

Question 9

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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?

Question 10

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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

Related questions

The CCMS Host Application Interface (HAI) Service provides database lookup and call data attachment service without using a Customer Developed Application (CDA). What is used to configure this service?

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?

When using the GiveIVR block to play prompt and collect digits, how do you configure what the terminating character should be?

A customer with Avaya Aura@ Contact Center (AACC) has created a script application. The customer would like to convert this script application into a flow application. Which statement regarding converting scripts is true?

Which statement regarding scripts is true?

A customer with Avaya Aura@ Contact Center (AACC) needs to create a new Supervisor who will also be a Contact Center Manager Administration (CCMA) user. Which field on the supervisor definition page must be completed to simultaneously create a supervisor and a CCMA user?

Which three tasks can you perform from the Avaya Agent Browser? (Choose three.)

Given the following namespace: mycustomer.com | en_us | ad_hoc_messages | music_on_hold | out_of_hours To enable in-queue announcements to be played, into which content group would the prompts be uploaded?

A supervisor with Avaya Aura Contact Center (AACC) would like to create a custom Application Display. The data fields available fall into three categories: cumulative, fixed, and instantaneous. What is an example of a fixed data field?

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

Question 1

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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A customer using CTI to provide screen pops to the agent requires a four second delay inserted before a call is presented to the agent's telephone. Which Call Presentation Class option would be used to accomplish this task?

Put DN on hold to answer call

Return to Queue

Call Force Delay

After Call Break for N seconds

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Question 3

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 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

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Question 4

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

Routes and Contact Types

Media Servers and Media Services and Routes

Media Servers and Routes

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Question 5

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

Prompt Management

Configuration

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Question 6

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.)

assignments

skillsets

script variables

threshold classes

presentation classes

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Question 7

Application Name

Average Answered Delay

Calls Waiting

Service Level Threshold

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Question 8

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: Put DN on hold to answer call

Presentation Option: Return to Queue

Presentation Option: Call Force

Presentation Option: After Call Break for N seconds:

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Question 9

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?

Delete a supervisor.

Create a new skillset.

Add a skillset to a script.

Schedule an Agent to Skillset assignment.

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Question 10

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 skillset.

Create a new music Call Presentation Class.

Create a new music Control Directory Number (CDN).

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