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  5. Avaya Aura® Contact Center Administration Exam Questions and Answers

3312 Sample Questions Answers

Questions 4

Which statement regarding scripts is true?

Options:

A.

A primary script is the only place that call variables can be assigned.

B.

A secondary script is the only place treatments can be applied to the call.

C.

A primary script is referenced directly from the Master script, otherwise it is a secondary script.

D.

Only a single secondary script allowed per application.

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Questions 5

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

Options:

A.

Customer Basic Tab

B.

Customer Intrinsics Tab

C.

Customer Detail Tab

D.

Customer Contact Tab

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Questions 6

An administrator creating a flow application realizes that a skillset required for the application has not been created.

Which statement about adding the skillset is true?

Options:

A.

The only way to add a skillset is through the Configuration Component.

B.

It can be added through the Application Variable folder in the Orchestration Designer tool.

C.

It can be added through the Applications folder in the Orchestration Designer tool.

D.

It can be added through the Application Manager Data folder In the Orchestration Designer tool.

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Questions 7

Which three statements regarding the Local View are true? (Choose three.)

A customer with Avaya Aura® Contact Center (AACC) wants to create a script in the Local View.

Options:

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.

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Questions 8

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?

Options:

A.

Real Time Statistics > Agent Statistics

B.

Historical Statistics > Parameters

C.

Skillset Definition > Call Age Preference

D.

Global Setting > Agent Order Preference

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Questions 9

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

Options:

A.

Enter After Call Work Codes

B.

Call Customer

C.

Call Supervisor

D.

Enter Activity Codes

E.

Enter Call Notes

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Questions 10

A customer with Avaya Aura® Contact Center (AACC) wants to create variables for use in script and flow applications.

What are the limitations of creating global and call variables?

Options:

A.

maximum 200 global variables, no stated maximum to call variables

B.

maximum 100 global variables, maximum 100 call variables

C.

no stated maximum to global variables, maximum 500 call variables

D.

maximum 1000 global variables, maximum 300 call variables

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Questions 11

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?

Options:

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

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Questions 12

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?

Options:

A.

Queue Block

B.

Logic Block

C.

Treatment Block

D.

Anchor Block

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Questions 13

A customer with Avaya Aura® Contact Center (AACC) would like to use expressions in their script.

When used in a script application, which three expressions require an accompanying END expression? (Choose three.)

Options:

A.

SECTION

B.

IF

C.

GIVE IVR

D.

WHERE EQUALS

E.

EVENT HANDLER

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Questions 14

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

Options:

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.

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Questions 15

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 a fixed data field?

Options:

A.

Service Level Threshold

B.

Average Answered Delay

C.

Application Name

D.

Calls Waiting

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Questions 16

Refer to the exhibit.

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

Options:

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).

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Questions 17

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

Options:

A.

SYSMON

B.

IUSR_SWC

C.

iceAdmin

D.

Administrator

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Questions 18

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?

Options:

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.

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Questions 19

A customer with Avaya Aura® Contact Center (AACC) launches Orchestration Designer (OD) and the OD displays four views.

Which view provides a snapshot of the latest and most up-to-date data from the AACC?

Options:

A.

the Contact Center Manager Administration View

B.

the Synchronization View

C.

the Contact Center View

D.

the Local View

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Exam Code: 3312
Exam Name: Avaya Aura® Contact Center Administration Exam
Last Update: Nov 20, 2024
Questions: 66
$57.75  $164.99
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