File Info
| Exam | Avaya Aura Contact Center Administration |
| Number | 3312 |
| File Name | Avaya.3312.VCEplus.2021-11-04.65q.vcex |
| Size | 3 MB |
| Posted | Nov 04, 2021 |
| Download | Avaya.3312.VCEplus.2021-11-04.65q.vcex |
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Demo Questions
Question 1
From which area of the Avaya Agent Desktop can you copy the Customer CLID?
- Customer Basic Tab
- Customer Intrinsics Tab
- Customer Detail Tab
- 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?
- Put DN on hold to answer call
- Return to Queue
- Call Force Delay
- 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?
- the call with the highest priority in the script
- the call that has been in queue the longest
- the call that has been in the system the longest
- 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
You just installed a new Avaya Aura Contact Center (AACC) installation and you need to configure it to communicate to the Avaya Aura Media Server (AAMS).
Which configuration options do you need to configure toaccomplish this?
- CDNs (Route Points) and Skillsets
- Routes and Contact Types
- Media Servers and Media Services and Routes
- Media Servers and Routes
Correct answer: D
Explanation:
Reference: https://downloads.avaya.com/css/P8/documents/101017345 Reference:
https://downloads.avaya.com/css/P8/documents/101017345
Question 5
A supervisor with Administrator user privileges wants to be able to manage voice prompts and music on the Avaya Aura@ Media Server (AAMS).
Through which Launchpad item can this be accomplished?
- Call Recording and Quality Monitoring
- Access and Partition Management
- Prompt Management
- Configuration
Correct answer: C
Explanation:
Avaya Contact Center Select provides a simplified voice prompt management utility. The contact center supervisor can perform prompt management Reference: https://downloads.avaya.com/css/P8/documents/101017382 Avaya Contact Center Select provides a simplified voice prompt management utility. The contact center supervisor can perform prompt management
Reference:
https://downloads.avaya.com/css/P8/documents/101017382
Question 6
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.)
- assignments
- skillsets
- script variables
- threshold classes
- presentation classes
Correct answer: BDE
Explanation:
Reference: https://downloads.avaya.com/css/P8/documents/100142069 Reference:
https://downloads.avaya.com/css/P8/documents/100142069
Question 7
A supervisor with Avaya Aura Contact Center (AACC) would like to create a custom Application Display. The data fields available fall into three categories: cumulative, fixed, and instantaneous. What is an example of afixed data field?
- Application Name
- Average Answered Delay
- Calls Waiting
- Service Level Threshold
Correct answer: B
Question 8
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?
- Presentation Option: Put DN on hold to answer call
- Presentation Option: Return to Queue
- Presentation Option: Call Force
- Presentation Option: After Call Break for N seconds:
Correct answer: D
Explanation:
Call Force Delay is the amount of time between the beep and the call presentation to the agent. You cannot 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. You cannot 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 9
A customer with Avaya Aura Contact Center (AACC) has opened the Skillset View in the Contact Center Management component. Which task can be performedfrom this view?
- Delete a supervisor.
- Create a new skillset.
- Add a skillset to a script.
- Schedule an Agent to Skillset assignment.
Correct answer: B
Question 10
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?
- Create a route with the name of the music content group on AAMS.
- Create a new music skillset.
- Create a new music Call Presentation Class.
- Create a new music Control Directory Number (CDN).
Correct answer: A
