Download Avaya.3312.VCEplus.2021-11-04.65q.tqb

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Exam Avaya Aura Contact Center Administration
Number 3312
File Name Avaya.3312.VCEplus.2021-11-04.65q.tqb
Size 3 MB
Posted Nov 04, 2021
Download Avaya.3312.VCEplus.2021-11-04.65q.tqb

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Demo Questions

Question 1

From which area of the Avaya Agent Desktop can you copy the Customer CLID?


  1. Customer Basic Tab
  2. Customer Intrinsics Tab
  3. Customer Detail Tab
  4. Customer Contact Tab
Correct answer: B
Explanation:
AD_CLID intrinsic when agents click the Copy CLID button. For outgoing calls, Agent Desktop copies the value of the CALLED_NUMBER intrinsic when agents click the Copy CLID button. Reference: https://downloads.avaya.com/css/P8/documents/101017384
AD_CLID intrinsic when agents click the Copy CLID button. For outgoing calls, Agent Desktop copies the value of the CALLED_NUMBER intrinsic when agents click the Copy CLID button. Reference: 
https://downloads.avaya.com/css/P8/documents/101017384



Question 2

A customer using CTI to provide screen pops to the agent requires a four second delay inserted before a call is presented to the agent's telephone. 
Which Call Presentation Class option would be used toaccomplish this task?


  1. Put DN on hold to answer call
  2. Return to Queue
  3. Call Force Delay
  4. After Call Break for N seconds  
Correct answer: C
Explanation:
Call Force Delay is the amount of time between the beep and the call presentation to the agent. Besides I don't think you can even report on how much delay there is so you have to use the break timer if you want to measure the time.  Reference: https://www.tek-tips.com/viewthread.cfm?qid=1116292
Call Force Delay is the amount of time between the beep and the call presentation to the agent. Besides I don't think you can even report on how much delay there is so you have to use the break timer if you want to measure the time.  
Reference: 
https://www.tek-tips.com/viewthread.cfm?qid=1116292



Question 3

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 presentedto the agent?


  1. the call with the highest priority in the script
  2. the call that has been in queue the longest
  3. the call that has been in the system the longest
  4. the call for which the agent has the highest priority
Correct answer: B
Explanation:
Avaya contact center always give preference on first come, first serve basis. The call that is in the queue for the longest period of time, will be given preference. The priority can be set based on the most urgent call, but in normal circumstances, the call with the longest wait period, will be given preference.
Avaya contact center always give preference on first come, first serve basis. The call that is in the queue for the longest period of time, will be given preference. The priority can be set based on the most urgent call, but in normal circumstances, the call with the longest wait period, will be given preference.



Question 4

From which area of the Avaya Agent Desktop can you copy the Customer CLID?


  1. Customer Basic Tab
  2. Customer Intrinsics Tab
  3. Customer Detail Tab
  4. Customer Contact Tab
Correct answer: B
Explanation:
AD_CLID intrinsic when agents click the Copy CLID button. For outgoing calls, Agent Desktop copies the value of the CALLED_NUMBER intrinsic when agents click the Copy CLID button. Reference: https://downloads.avaya.com/css/P8/documents/101017384
AD_CLID intrinsic when agents click the Copy CLID button. For outgoing calls, Agent Desktop copies the value of the CALLED_NUMBER intrinsic when agents click the Copy CLID button. Reference: 
https://downloads.avaya.com/css/P8/documents/101017384



Question 5

A customer using CTI to provide screen pops to the agent requires a four second delay inserted before a call is presented to the agent's telephone. 
Which Call Presentation Class option would be used toaccomplish this task?


  1. Put DN on hold to answer call
  2. Return to Queue
  3. Call Force Delay
  4. After Call Break for N seconds  
Correct answer: C
Explanation:
Call Force Delay is the amount of time between the beep and the call presentation to the agent. Besides I don't think you can even report on how much delay there is so you have to use the break timer if you want to measure the time.  Reference: https://www.tek-tips.com/viewthread.cfm?qid=1116292
Call Force Delay is the amount of time between the beep and the call presentation to the agent. Besides I don't think you can even report on how much delay there is so you have to use the break timer if you want to measure the time.  
Reference: 
https://www.tek-tips.com/viewthread.cfm?qid=1116292



Question 6

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 presentedto the agent?


  1. the call with the highest priority in the script
  2. the call that has been in queue the longest
  3. the call that has been in the system the longest
  4. the call for which the agent has the highest priority
Correct answer: B
Explanation:
Avaya contact center always give preference on first come, first serve basis. The call that is in the queue for the longest period of time, will be given preference. The priority can be set based on the most urgent call, but in normal circumstances, the call with the longest wait period, will be given preference.
Avaya contact center always give preference on first come, first serve basis. The call that is in the queue for the longest period of time, will be given preference. The priority can be set based on the most urgent call, but in normal circumstances, the call with the longest wait period, will be given preference.









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