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3312 Real Exam Questions

Avaya Aura Contact Center Administration

66 questions available · Page 1 of 7

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Question 1 Single choice

A customer with Avaya Aura Contact Center (AACC) is attempting to add a new activity code to the system, but receives a system error stating that the maximum number of activity codes allowed has been

exceeded.

To determine the maximum number of allowed activity codes, under which option within the Configuration component would the customer look?

  1. A

    Global Settings

  2. B

    Threshold Classes

  3. C

    Real Time Statistics

  4. D

    Historical Statistics

Show answer and explanation

Correct answer: D

Question 2 Single choice

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?

  1. A

    Create a new music skillset.

  2. B

    Create a route with the name of the music content group on AAMS.

  3. C

    Create a new music Call Presentation Class.

  4. D

    Create a new music Control Directory Number (CDN).

Show answer and explanation

Correct answer: B

Question 3 Single choice

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?

  1. A

    Input

  2. B

    Treatment

  3. C

    IVR

  4. D

    Output

Show answer and explanation

Correct answer: D

Question 4 Single choice

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

  1. A

    Customer Basic Tab

  2. B

    Customer Intrinsics Tab

  3. C

    Customer Detail Tab

  4. D

    Customer Contact Tab

Show answer and explanation

Correct answer: B

Question 5 Single choice

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 to accomplish this?

  1. A

    Media Servers and Routes

  2. B

    Media Servers and Media Services and Routes

  3. C

    Routes and Contact Types

  4. D

    CDNs (Route Points) and Skillsets

Show answer and explanation

Correct answer: A

Question 6 Single choice

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?

  1. A

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

  2. B

    Assign the new skillset to those agent's partition.

  3. C

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

  4. D

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

Show answer and explanation

Correct answer: B

Question 7 Single choice

The CCMS Host Application Interface (HAI) Service provides database lookup and call data attachment service without using a Customer Developed Applicatior (CDA).

What is used to configure this service?

  1. A

    Task Flow Executor (TFE)

  2. B

    Application Programming Interface (API)

  3. C

    Data Exchange Server (DX Server)

  4. D

    Database Integration Wizard (DIW)

Show answer and explanation

Correct answer: A

Question 8 Single choice

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?

  1. A

    the Contact Center Manager Administration View

  2. B

    the Synchronization View

  3. C

    the Contact Center View

  4. D

    the Local View

Show answer and explanation

Correct answer: C

Question 9 Single choice

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?

  1. A

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

  2. B

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

  3. C

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

  4. D

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

Show answer and explanation

Correct answer: D

Question 10 Multiple choice

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.)

  1. A

    SECTION

  2. B

    IF

  3. C

    GIVE IVR

  4. D

    WHERE EQUALS

  5. E

    EVENT HANDLER

Show answer and explanation

Correct answers: B, D, E