3312 Avaya Aura® Contact Center Administration Exam Questions and Answers

The manager of the Customer Service Department wants calls into the Customer Service Application to be answered in 20 seconds or less, and wants to see what percentage of calls are meeting this objective by watching real-time displays.

Where would the Contact Center Manager Administration (CCMA) establish this 20 second cutoff point?

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 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?

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.

Refer to the exhibit.

The flow in the exhibit has been created in Avaya Aura® Contact Center (AACC) Orchestration Designer Scripting. If the automotive skillset is out of service, the caller will hear a technical difficulties announcement, and then proceed to the Logic Block. After the technical difficulties announcement, the caller should be disconnected.

To provide a disconnect, to which block should the technical difficulties output block be connected?

A customer with Avaya Aura® Contact Center (AACC) has a list of holidays that change on a yearly basis. The holidays are defined as variables in a specific variable list. This list of variables is referenced on multiple applications. Once a year, an administrator updates the list with new holiday dates, which results in the applications recognizing the new dates.

Which category and type of variable will the administer modify in the variable table to accomplish this?

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

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 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?

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?

A supervisor with read/update/create/delete skillsets capability is trying to delete a skillset from the skillset page under the Configuration component.

The error message indicates that the skillset is in use and must be removed from anything referencing it, before it can be deleted from Contact Center Manager Server (CCMS).

Which two places should the supervisor look for these references? (Choose two.)

A supervisor in an Avaya Aura® Contact Center (AACC) SIP environment would like to play an announcement and collect digits from a caller using the following TFE command:

GIVE IVR WITH VXML TREATMENT voicexml

PARAMETERS

What is a valid input after the parameters command?

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?

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?

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 presented to the agent?

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?