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Avaya 3312 Practice Test - Questions Answers
Question list
List of questions
Question 1
From which area of the Avaya Agent Desktop can you copy the Customer CLID?
Explanation:
AD_CLID intrinsic when agents click the Copy CLID button. For outgoing calls, Agent Desktop copies the value of the CALLED_NUMBER intrinsic when agents click the Copy CLID button. Reference:
https://downloads.avaya.com/css/P8/documents/101017384
Question 2
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?
Explanation:
Call Force Delay is the amount of time between the beep and the call presentation to the agent. Besides I don't think you can even report on how much delay there is so you have to use the break timer if you want to measure the time.
Reference: https://www.tek-tips.com/viewthread.cfm?qid=1116292
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?
Explanation:
Avaya contact center always give preference on first come, first serve basis. The call that is in the queue for the longest period of time, will be given preference. The priority can be set based on the most urgent call, but in normal circumstances, the call with the longest wait period, will be given preference.
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?
Explanation:
Reference: https://downloads.avaya.com/css/P8/documents/101017345
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?
Explanation:
Avaya Contact Center Select provides a simplified voice prompt management utility. The contact center supervisor can perform prompt management
Reference: https://downloads.avaya.com/css/P8/documents/101017382
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.)
Explanation:
Reference: https://downloads.avaya.com/css/P8/documents/100142069
Question 7
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?
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?
Explanation:
Call Force Delay is the amount of time between the beep and the call presentation to the agent. You cannot even report on how much delay there is so you have to use the break timer if you want to measure the time. Reference:
https://www.tek-tips.com/viewthread.cfm?qid=1116292
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?
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?
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