Avaya 3312 Exam Questions Free Practice Test

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Questions # 1:

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.)

Options:

Skillsets.

Activity Code

Call Presentation Class

Control Directory Number (CDN)

Threshold Class

Expert Solution

Questions # 2:

When using the GiveIVR block to play prompt and collect digits, how do you configure what the terminating character should be?

Options:

Assign the "#" as a call variable.

Use the Terminating Character (termchar) configuration entry to set the value.

The terminating character is always "#".

Add an extra number to the Number of Digits value.

Expert Solution

Questions # 3:

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?

Options:

Task Flow Executor (TFE)

Application Programming Interface (API)

Data Exchange Server (DX Server)

Database Integration Wizard (DIW)

Expert Solution

Questions # 4:

A customer with Avaya Aura Contact Center wants to see in a report the percentage of calls being answered in the automotive skillset in 20 seconds or less. What would need to be programmed to obtain this data?

Options:

Create an application threshold class, set the Level 1 %Servlce_Level_S Threshold to 20, the Level 2 %Servlce_Level_S threshold to 30, and assign the threshold class to the automotive ski 11 set.

Create a skillset threshold class, set the Level 1 %Service_Level_S Threshold lo 10, the Level 2% Service_Level_S Threshold to 20 and assign the threshold class to the automotive skillset.

Create an application threshold class, set the Level 1 Service Level Threshold to 20, and assign the threshold class to the automotive skillset.

Create a skillset threshold class, set the Level 1 Service Level Threshold to 20, and assign the threshold class to the automotive skillset.

Expert Solution

Questions # 5:

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?

Options:

Media Servers and Routes

Media Servers and Media Services and Routes

Routes and Contact Types

CDNs (Route Points) and Skillsets

Expert Solution

Questions # 6:

Which statement regarding scripts is true?

Options:

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

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

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

Only a single secondary script allowed per application.

Expert Solution

Questions # 7:

Some variables can have a list or range of values instead of only a single value. On creation of these global variables the class type set is selected.

Which three variables types support this class type? (Choose three.)

Options:

Skillset

Music

Agent Identification (Agent_ID)

Day

Integer

Expert Solution

Questions # 8:

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:

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

Assign the new skillset to those agent's partition.

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

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

Expert Solution

Questions # 9:

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?

Options:

Formulas

Call Presentation Classes

Global Settings

Threshold Classes

Expert Solution

Questions # 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?

Options:

Create a new music skillset.

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

Create a new music Call Presentation Class.

Create a new music Control Directory Number (CDN).

Expert Solution

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