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Avaya
ACSS-3300
3312
Avaya Aura® Contact Center Administration Exam Questions and Answers

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Viewing questions 11-20 out of questions

Questions # 11:

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:

Service Level Threshold

Average Answered Delay

Application Name

Calls Waiting

Answer

Questions # 12:

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)

Answer

Questions # 13:

A customer with an Avaya Aura® Contact Center (AACC) has been notified that due to bad weather the contact center will not be opening today. The customer would like to remotely implement an announcement to explain the reason for the unscheduled closure, and is going to use a Boolean variable to accomplish this.

Which two statements regarding a Boolean variable are true? (Choose two.)

Options:

A Boolean variable is a variable of the type TRUE/FALSE.

A Boolean variable is a variable of the type ON/OFF.

A Boolean variable can be used on a Master Script, a Primary Script or a Secondary Script.

A Boolean variable cannot be used in a loop.

Answer

A, C

Questions # 14:

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?

Options:

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

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

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

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

Answer

Questions # 15:

A customer with Avaya Aura® Contact Center (AACC) wants callers, who are waiting to be answered by an agent, to hear a series of three different recorded announcements while they are waiting in the queue.

If the customer is still on hold after hearing all three messages, the series of three messages should continue to be repeated until the caller is presented to an agent.

Which section of script would accomplish this scenario?

Options:

ASSIGN1 TO loop_counter_cv

SECTION wait_loop

WHERE loop_counter_cv EQUALS

VALUE 1: GIVE RAN15

VALUE 2: GIVE RAN16

VALUE 3: GIVE RAN 17

DEFAULT:

ENDWHERE

ASSIGN loop_counter_cv + 1 TO loop_counter_cv

WAIT 30

EXECUTE wait_loop

ASSIGN 1 TO loop_counter_cv

SECTION wait_loop

WHERE loop_counter_cv EQUALS

VALUE 1: GIVE RAN 15

VALUE 2: GIVE RAN 16

VALUE 3: GIVE RAN 17

DEFAULT:ASSIGN 0 TO loop_counter_cv

END WHERE

ASSIGN loop_counter_cv + 1 TO loop_counter_cv

WAIT 30

EXECUTE wait_loop

ASSIGN 1 TO loop_counter_cv

SECTION wait_loop

WHERE loop_counter_cv EQUALS

VALUE 1: GIVE RAN 15

VALUE 2: GIVE RAN 16

VALUE 3: GIVE RAN 17

DEFAULT: ASSIGNloop_counter_cv + 1TO loop_counter_cv

END WHERE

WAIT 30

EXECUTE wait_loop

SECTION wait_loop

ASSIGN 1 TO loop_counter_cv

WHERE loop_counter_cv EQUALS

VALUE 1: GIVE RAN 15

VALUE 2: GIVE RAN 16

VALUE 3: GIVE RAN 17

DEFAULT:ASSIGN loop_counter_cv + 1 TO loop_counter_cv

END WHERE

WAIT 30

EXECUTE wait_loop

Answer

Questions # 16:

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.

Answer

Questions # 17:

Given the following namespace:

mycustomer.com

| en_us

| ad_hoc_messages

| music_on_hold

| out_of_hours

To enable in-queue announcements to be played, into which content group would the prompts be uploaded?

Options:

out_of_hours

music_on_hold

ad_hoc_messages

en_us

Answer

Questions # 18:

A customer with Avaya Aura® Contact Center (AACC) has lost their administrator and therefore must create a Contact Center Management supervisor who can also log into the Contact Center Manager Administration (CCMA) as an administrative user, in the interim until the administrator can be replaced. The customer wants the supervisor definition to be linked to the Contact Center Manager Administrative User definition.

What needs to be done to link the supervisor definition to a web administrative user definition?

Options:

In Contact Center Management, first create a new supervisor, and under CCMA Login Account Details, assign User Name and Password. Then in Access and Partition Management assign that supervisor a user type of Administrator.

Create a new user in Access and Partition Management, and assign a password.

Create a new user in Access and Partition Management, assign User Type Administrator, and assign a password.

In Contact Center Management, create a new supervisor, and assign Administrator Voice URI.

Answer

Questions # 19:

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?