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Avaya 3312 Practice Test - Questions Answers, Page 3

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Question 21

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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 Not Ready Reason Code.
Force the agent to logout.
Force the agent to logout.
Force the agent to login.
Force the agent to login.
Force the agent into Not Ready and select an existing After Call Work Code.
Force the agent into Not Ready and select an existing After Call Work Code.
Suggested answer: A
asked 16/09/2024
Joseph McCray
32 questions

Question 22

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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
Global Setting > Agent Order Preference
Real Time Statistics > Agent Statistics
Real Time Statistics > Agent Statistics
Skillset Definition > Call Age Preference
Skillset Definition > Call Age Preference
Historical Statistics > Parameters
Historical Statistics > Parameters
Suggested answer: A
asked 16/09/2024
asd asd
32 questions

Question 23

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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?

The AAMS must be rebooted.
The AAMS must be rebooted.
Skillsets must be associated to the AAMS.
Skillsets must be associated to the AAMS.
Services such as Announcements and Dialog 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 AAMS must be referenced in Global Settings.
Suggested answer: A
asked 16/09/2024
ROBERTO INFANTAS
34 questions

Question 24

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The manager of the Customer Service Department wants calls into the Customer Service Application to be answered in 20 seconds or less, and wants to see what percentage of calls are meeting this objective by watching real-time displays. Where would the Contact Center Manager Administration (CCMA) establish this 20 second cutoff point?

Application Threshold Class
Application Threshold Class
Real Time Reporting
Real Time Reporting
Real Time Statistics
Real Time Statistics
Historical Statistics
Historical Statistics
Suggested answer: B

Explanation:

Real-time reporting is a business intelligence practice that consists of gathering up-to-the-minute data and relaying it to users as it happens. Information is presented in its most current form for managers to easily make quick decisions when under heavy time constraints.

Reference: https://www.inetsoft.com/business/solutions/real_time_reports_definition/

asked 16/09/2024
Miguel Pinar Guruceta
43 questions

Question 25

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You must configure Avaya Aura@ Contact Center (AACC) to send skillset calls back to the queue when they are delivered to an available agent, but do not get answered by that agent. Which AACC configuration option is used to accomplish this task?

Threshold Classes
Threshold Classes
Global Settings
Global Settings
Call Presentation Classes
Call Presentation Classes
Formulas
Formulas
Suggested answer: A

Explanation:

See “Threshold classes.”

Reference: https://downloads.avaya.com/css/P8/documents/101017374

asked 16/09/2024
marco damone
41 questions

Question 26

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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.)

Threshold Class
Threshold Class
Control Directory Number (CDN)
Control Directory Number (CDN)
Call Presentation Class
Call Presentation Class
Activity Code
Activity Code
Skillsets
Skillsets
Suggested answer: A, B, D

Explanation:

Threshold class that is assigned to it in Contact Center Manager Server.

Contact Center Manager Server regarding these contacts, use a controlled directory number (CDN) (Route Point). To ensure that the Contact Center Manager Server can track when contacts terminate at a CDN (Route Point), you must first add a CDN.

Reference: https://downloads.avaya.com/css/P8/documents/100093199

https://downloads.avaya.com/css/P8/documents/100167847


asked 16/09/2024
Jean Ducasse
40 questions

Question 27

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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?

Historical Statistics
Historical Statistics
Real Time Statistics
Real Time Statistics
Threshold Classes
Threshold Classes
Global Settings
Global Settings
Suggested answer: C
asked 16/09/2024
Ralitsa Yankova
50 questions

Question 28

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A supervisor with administrative user privileges requires access to create and delete skillsets through the configuration component. Where are the create and delete permissions assigned?

Launchpad Items
Launchpad Items
Standard Partition
Standard Partition
Access Class
Access Class
User Defined Partition
User Defined Partition
Report Groups
Report Groups
Suggested answer: E
asked 16/09/2024
Wendie Canez
39 questions

Question 29

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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 is used in scripting to reference a specific recording or music.
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 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 variable name in the Orchestration Designer.
The route number must match a route created in the telephone system.
The route number must match a route created in the telephone system.
Suggested answer: D
asked 16/09/2024
Fadi Iraqi
37 questions

Question 30

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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 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 acquire Control Directory Numbers (CDN).
The user would not be able to configure new agents.
The user would not be able to configure new agents.
The user would not be able to create new administrative users.
The user would not be able to create new administrative users.
Suggested answer: A
asked 16/09/2024
Ricardo de Sá Carvalho
38 questions
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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?
Which task can the supervisor perform in the Real-Time Displays window under the Change Mode column?