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Avaya 3312 Practice Test - Questions Answers, Page 3
Question list
List of questions
Question 21
Which task can the supervisor perform in the Real-Time Displays window under the Change Mode column?
Question 22
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?
Question 23
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?
Question 24
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?
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/
Question 25
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?
Explanation:
See “Threshold classes.”
Reference: https://downloads.avaya.com/css/P8/documents/101017374
Question 26
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.)
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
Question 27
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?
Question 28
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?
Question 29
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?
Question 30
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?
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