3312 Online Practice Questions and Answers

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

A. Enter After Call Work Codes

B. Call Customer

C. Call Supervisor

D. Enter Activity Codes

E. Enter Call Notes

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?

A. Create a new music skillset.

B. Create a route with the name of the music content group on AAMS.

C. Create a new music Call Presentation Class.

D. Create a new music Control Directory Number (CDN).

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?

A. Formulas

B. Call Presentation Classes

C. Global Settings

D. Threshold Classes

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.)

A. assignments

B. skillsets

C. script variables

D. threshold classes

E. presentation classed

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

A. Assign the "#" as a call variable.

B. Use the Terminating Character (termchar) configuration entry to set the value.

C. The terminating character is always "#".

D. Add an extra number to the Number of Digits value.

A customer with Avaya Aura Contact Center (AACC) will use the Contact Router for all calls entering the system. What is one function of the Contact Router?

A. It can link intrinsics to applications.

B. It can link agents to applications.

C. It can link skillsets to applications.

D. It can link Control Directory Numbers (CDN) to applications.

Refer to the exhibit.

According to the User Definition for Susan Gordon shown in the exhibit, which statement regarding her capabilities is correct?

A. Susan can change her user name and password.

B. Susan can bulk load data through the Configuration spreadsheets.

C. Susan will have access to Real Time Reporting on her launchpad.

D. Susan can add, delete, and edit Control Directory Numbers (CDN).

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?

A. Real Time Statistics > Agent Statistics

B. Historical Statistics > Parameters

C. Skillset Definition > Call Age Preference

D. Global Setting > Agent Order Preference

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?

A. Presentation Option: Call Force

B. Presentation Option: Return to Queue

C. Presentation Option: After Call Break for N seconds:

D. Presentation Option: Put DN on hold to answer call

A customer with Avaya Aura Contact Center (AACC) Manager Server would like to view the differences between the data in the Local View and the data in the Contact Center View, arid then resolve the differences so that both views contain the same data.

Which view enables this feature?

A. the Synchronization View

B. the Problems View

C. the Comparison View

D. the Editor View