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Question 31

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During contact handling, agents can create a callback to a customer. Where are the Agent Desktop callback minimum and maximum timers configured?

A.
Agent Desktop Configuration, Default Closed Reasons
A.
Agent Desktop Configuration, Default Closed Reasons
Answers
B.
Agent Desktop Configuration, General Settings
B.
Agent Desktop Configuration, General Settings
Answers
C.
Agent Desktop Configuration, Resources
C.
Agent Desktop Configuration, Resources
Answers
D.
Agent Desktop Configuration, User Settings
D.
Agent Desktop Configuration, User Settings
Answers
Suggested answer: D

Explanation:

Reference: https://downloads.avaya.com/css/P8/documents/101017384

asked 16/09/2024
Eric Persson
31 questions

Question 32

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Which Orchestration Designer Call Processing commands may be used in an application designed for Outbound contact routing?

A.
GIVE IVR
A.
GIVE IVR
Answers
B.
QUEUE TO SKILLSET
B.
QUEUE TO SKILLSET
Answers
C.
GIVE RAN
C.
GIVE RAN
Answers
D.
GIVE MUSIC
D.
GIVE MUSIC
Answers
Suggested answer: A

Explanation:

Reference: https://downloads.avaya.com/css/P8/documents/101017591


asked 16/09/2024
David Hartnett
45 questions

Question 33

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Refer to the exhibit. You are creating an Advanced Screenpop in the wizard and have configured where the screenpop will launch (highlighted in the box). Where will the screenpop launch as shown in the exhibit?


A.
Launch the screenpop internally in the tab of the Agent Desktop
A.
Launch the screenpop internally in the tab of the Agent Desktop
Answers
B.
Launch the screenpop externally on the user's browser
B.
Launch the screenpop externally on the user's browser
Answers
C.
Launch the screenpop externally in the agent's Conferencing software
C.
Launch the screenpop externally in the agent's Conferencing software
Answers
D.
Launch the screenpop internally in the initial screen of the Agent Desktop
D.
Launch the screenpop internally in the initial screen of the Agent Desktop
Answers
Suggested answer: A

Explanation:

Reference: https://downloads.avaya.com/css/P8/documents/101059073

asked 16/09/2024
Rakesh Sharma
34 questions

Question 34

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Which Avaya Aura® Contact Center component requires the Communication Control Toolkit and Contact Center Multimedia components?

A.
Avaya Agent Desktop
A.
Avaya Agent Desktop
Answers
B.
Contact Center Manager Server
B.
Contact Center Manager Server
Answers
C.
Contact Center Manager Administration
C.
Contact Center Manager Administration
Answers
D.
Session Initiation Protocol
D.
Session Initiation Protocol
Answers
Suggested answer: B

Explanation:

Reference: https://downloads.avaya.com/css/P8/documents/101059089 (90)


asked 16/09/2024
om Kumar
42 questions

Question 35

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Refer to the exhibit. An agent is using the Agent Desktop to take contacts from the SIP contact center and during the call the agent clicks on the double page icon (highlighted in the box). What agent desktop feature is the agent accessing when they click on the double page icon?


A.
Getting workitem status
A.
Getting workitem status
Answers
B.
Transferring the call
B.
Transferring the call
Answers
C.
Accessing the address book
C.
Accessing the address book
Answers
D.
Copy the calling number from the workitem
D.
Copy the calling number from the workitem
Answers
Suggested answer: C

Explanation:

Reference: https://downloads.avaya.com/css/P8/documents/100122125


asked 16/09/2024
Andrea Marini
31 questions

Question 36

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You are adding an agent in Contact Center Manager Administration (CCMA) Contact Center Management. How do you add a corresponding user to the Communication Control Toolkit (CCT) as the agent is added to the Contact Center Manager Server (CCMS) database?

A.
Enter the SIP address of the agent phoneset in the Voice URI field.
A.
Enter the SIP address of the agent phoneset in the Voice URI field.
Answers
B.
Select the "Enable CTI for this agent" option.
B.
Select the "Enable CTI for this agent" option.
Answers
C.
Select the "Create CCT agent" option.
C.
Select the "Create CCT agent" option.
Answers
D.
Set the agent user type to "Supervisor/Agent".
D.
Set the agent user type to "Supervisor/Agent".
Answers
Suggested answer: D

Explanation:

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

asked 16/09/2024
Massimo Cerqui
38 questions

Question 37

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When you installed the Contact Center software, a set of default or sample applications are installed. Which are two of the three default or sample applications? (Choose two.)

A.
ContactFlow
A.
ContactFlow
Answers
B.
Primary
B.
Primary
Answers
C.
Secondary
C.
Secondary
Answers
D.
MultimediaFlow
D.
MultimediaFlow
Answers
Suggested answer: B, D
asked 16/09/2024
Steven Chong
34 questions

Question 38

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A Contact Center Agent provisioned for Multimedia contacts has forgotten their password. Which Contact Center Multimedia (CCMM) Administration screen contains the function to reset the Agent's password?

A.
General Settings
A.
General Settings
Answers
B.
Agent Settings
B.
Agent Settings
Answers
C.
Server Settings
C.
Server Settings
Answers
D.
Skillset Settings
D.
Skillset Settings
Answers
Suggested answer: A

Explanation:

Reference: https://downloads.avaya.com/css/P8/documents/100093197 (428)

asked 16/09/2024
Kr Sk
33 questions

Question 39

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You have launched the Contact Center Multimedia (CCMM) Administration utility. Which three settings can be configured on the CCMM Administration General Administration page? (Choose three.)

A.
Web Comms
A.
Web Comms
Answers
B.
Agent
B.
Agent
Answers
C.
Skillset
C.
Skillset
Answers
D.
Server
D.
Server
Answers
E.
Email
E.
Email
Answers
Suggested answer: B, C, D

Explanation:

Reference: https://downloads.avaya.com/css/P8/documents/101017434

asked 16/09/2024
ANTONIO M SILVA
41 questions

Question 40

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When creating an Advanced Screenpops in the wizard you choose a screenpop launch event. What are the two launch event options? (Choose two.)

A.
Call setup
A.
Call setup
Answers
B.
Dialing
B.
Dialing
Answers
C.
Active
C.
Active
Answers
D.
Alerting
D.
Alerting
Answers
Suggested answer: C, D

Explanation:

Reference: https://downloads.avaya.com/css/P8/documents/101059073


asked 16/09/2024
bryan calderon
33 questions
Total 60 questions
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