3312 Online Practice Questions and Answers

A customer with Avaya Aura Contact Center has created a loop in a script application with the following parameters:

1.

While the caller is in the loop, the customer wants an announcement to play every thirty seconds, and the queued status of the call and the In-service status of the skillset must be evaluated

2.

If the call is not queued, and if the skillset is out of service, the call will be sent to an out of service announcement

3.

If the call is not queued and the skillset is in service. It must be re-queued.

What is the proper script syntax to accomplish this requirement?

A. Section wait_loop IF NOT QUEUED THEN IF OUT OF SERVICE SKILLSET automotive THEN GIVE RAN out_of_service_ran_gv DISCONNECT END IF END IF GIVE RAN agts_stlll_busy_ran_gv WAIT 30

EXECTUTE wait_loop

B. Section wait_loop IF NOT QUEUED THEN IF NOT OUT OF SERVICE automotive THEN QUEUE TO SKILLSET automotive WAIT 2 ELSE GIVE RAN out_of_service_ran_gv DISCONNECT END IF END IF GIVE RAN agts_still_bu5y_ran_gv WAIT 30 EXECTUTE wait_loop

C. Section wait_loop IF QUEUED AND IF OUT OF SERVICE automotive THEN GIVE RAN out_of_service_ran_gv DISCONNECT END IF END IF GIVE RAN agts_still_busy_ran_gv WAIT 30 EXECTUTE wait_loop

D. Section wait_loop IF NOT QUEUED AND IF NOT OUT OF SERVICE SKILLSET automotive THEN GIVE RAN out_of_service_ran_gv DISCONNECT END IF END IF GIVE RAN agts_still_ran_gv WAIT 30 EXECUE walt_loop

A customer with on Avaya Aura Contact Center Is using the IF THEN ELSE END IF expression in the script.

Given the following section of script:

IF DNIS = SOOO THEN

QUEUE TO SKILLSET customer_service

WAIT 2

ELSF

QUEUE TO SKILLSET general_lnfo

WAIT 2

END IF

QUEUE TO SKILLSET backup_sklllset WAIT 2

Which statement describes what will happen to a caller encountering this section of script?

A. Callers with DNIS 5000 will queue to customer_service, all other callers will queue to general_info and backup__sklllset.

B. Callers with DNIS 5000 will queue to customer_service and backup_skillset and all other calls will queue to general_info.

C. Callers with DNIS 5000 will queue to customer_servlce, all other calls will queue to backup_skillset.

D. Callers with DNIS 5000 will queue to customer_service and backup_skillset, all other callers will queue to general_info and backup,,skillset.

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) 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.

Which function does the Avaya Aura Media Server (AAMS) provide to the Avaya Aura Contact Center (AACC) in a SIP environment?

A. It supports the Active Directory link to the Computer Telephony Integration (CTI) agent.

B. It links the Communications Control Toolkit Server to the Contact Center Management Administration (CCMA).

C. It supports the Avaya Agent Desktop.

D. It anchors customer calls, announcements, and agent calls to the AAMS conference it created.

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) needs to create a new Supervisor who will also be a Contact Center Manager Administration (CCMA) user. Which field on the supervisor definition page must be completed to simultaneously create a supervisor and a CCMA user?

A. User type

B. Login ID

C. Create CCT Agent

D. CCMA Login Account Details

When using the Configuration Tool, which user can upload or download data to and from the Contact Center Manager Server?

A. SYSMON

B. IUSR_SWC

C. iceAdmin

D. Administrator

A customer with Avaya Aura Contact Center wants to create a script In the Local View. Which three statements are true regarding the Local View? (Choose three.)

A. The Local View can be populated with Contact Center View data.

B. Application Manager Data added to the Local View is automatically updated in the Contact Center View.

C. The Local View can be launched as a stand-alone option from an executable on a user's machine.

D. By default, when the Local View is initially opened it includes the same data as the Contact Center View.

E. New applications created In the Local View may be added to the Contact Center View using the Synchronization View.

A customer with Avaya Aura Contact Center (AACC) needs to create a new Contact Center Management agent.

Which three features can be assigned to a Contact Center Management agent? (Choose three.)

A. Skillsets.

B. Activity Code

C. Call Presentation Class

D. Control Directory Number (CDN)

E. Threshold Class

Which task can the supervisor perform in the Real-Time Displays window under the Change Mode column?

A. Force the agent into Not Ready and select an existing Not Ready Reason Code.

B. Force the agent into Not Ready and select an existing After Call Work Code.

C. Force the agent to login.

D. Force the agent to logout.

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?

A. Call Recording and Quality Monitoring

B. Prompt Management

C. Configuration

D. Access and Partition Management

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

The administrator has created a primary flow application that will point to a secondary flow application. From the block palette, which block is used to point one script to another?

A. Anchor Block

B. Logic Block

C. Reference Block

D. Anonymous Block

A supervisor with administrative user privileges requires access to create and delete skillsets through the configuration component. Where are the create and delete permissions assigned?

A. Report Groups

B. Access Class

C. Launchpad Items

D. Standard Partition

E. User Defined Partition