3312 Online Practice Questions and Answers

A customer with Avaya Aura Contact Center (AACC) wants to assign five agents to a new skill set in the most efficient way possible.

How would the customer assign the agents to the skillset?

A. Select all five agents from the Agents Details window, then drag and drop them to the new skillset.

B. Assign the new skillset to those agent's partition.

C. Use the skillset window from the skillset view to assign multiple agents.

D. Use the skillset section in the Agent Details window to assign all the agents at the same time to the new skillset.

A customer with an Avaya Aura Contact Center (AACC) would like to implement emergency routing in a flow application using the Locked Variable and Locked Assignment commands.

Which block is used to implement emergencies using locked variables and locked assignment commands?

A. Queue Block

B. Logic Block

C. Treatment Block

D. Anchor Block

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

Refer to the exhibit.

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?

A. The route number must match a route created in the telephone system.

B. The route number must match a variable name in the Orchestration Designer.

C. The route number must be defined in global settings before it can be referenced in Route Definition.

D. The route number is used in scripting to reference a specific recording or music.

A customer with Avaya Aura Contact Center (AACC) has created music treatments that include information about the specific applications that callers might reach. The customer would like callers, who have been put on hold by an agent, to hear the music on hold treatments specific to the application in which they have been answered.

Which section of script would accomplish this?

A. QUEUE TO SKILLSET automotive WAIT 2 GIVE RAN 15 GIVE MUSIC 20 EVENT HANDLER EVENT: CALL ON HOLD GIVE MUSIC 30 WAIT 60

B. QUEUE TO SKILLSET automotive WAIT 2 GIVE RAN 15 IF EVENT = CALL ON HOLD THEN GIVE MUSIC 30 ELSE GIVE MUSIC 20 END IF WAIT 60

C. EVENT HANDLER EVENT MUSIC ON HOLD GIVE MUSIC 30 END EVENT QUEUE TO SKILLSET automotive WAIT 2 GIVE RAN 15 GIVE MUSIC 20 WAIT 60

D. EVENT HANDLER EVENT CALL ON HOLD GIVE MUSIC 30 END HANDLER QUEUE TO SKILLSET automotive WAIT 2 GIVE RAN 15 GIVE MUSIC 20 WAIT 60

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) 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?

A. The AAMS must be rebooted.

B. Skillsets must be associated to the AAMS.

C. Services such as Announcements and Dialog must be associated to the AAMS.

D. The AAMS must be referenced in Global Settings.

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?

A. the call that has been in the system the longest

B. the call that has been in queue the longest

C. the call with the highest priority in the script

D. the call for which the agent has the highest priority

A customer with an Avaya Aura Contact Center (AACC) in a SIP environment would like to create a script where the customer is prompted to enter their account number through the dial pad. The script would then play the account number back to the caller for confirmation.

Which block will be required?

A. Input

B. Treatment

C. IVR

D. Output

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