Which task can the supervisor perform in the Real-Time Displays window under the Change Mode column?
A. Force the agent into Not Ready and select an existing Not Ready Reason Code.
B. Force the agent into Not Ready and select an existing After Call Work Code.
C. Force the agent to login.
D. Force the agent to logout.
A customer wants to measure the system-wide Contact Center traffic, not just traffic on an individual skillset or application basis.
Which category of intrinsic would provide this information?
A. Open Queue
B. Traffic
C. Call
D. Time
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. Skillsets.
B. Activity Code
C. Call Presentation Class
D. Control Directory Number (CDN)
E. Threshold Class
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. 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
When using the Configuration Tool, which user can upload or download data to and from the Contact Center Manager Server?
A. SYSMON
B. IUSR_SWC
C. iceAdmin
D. Administrator
A customer with Avaya Aura Contact Center wants to create a script In the Local View. Which three statements are true regarding the Local View? (Choose three.)
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.
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. Real Time Statistics > Skillset Statistics
B. Historical Statistics > Parameters
C. Contact Center Management > Agent Definition
D. Orchestration Designer > Scripts and Flows
A customer with Avaya Aura Contact Center (AACC) Orchestration Designer wants to create an application flow that checks the following:
1.
Verify that the skillset is in service.
2.
Provide a recorded announcement if the skillset is not in service.
3.
Queue to the skillset if the skillset is in service.
4.
Provide a recorded announcement for a welcome message. Which three flow blocks support these requirements? (Choose three.)
A. Wait
B. Queue
C. Output
D. Input
E. Logic
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?
A. Real Time Statistics > Agent Statistics
B. Historical Statistics > Parameters
C. Skillset Definition > Call Age Preference
D. Global Setting > Agent Order Preference
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?
A. Task Flow Executor (TFE)
B. Application Programming Interface (API)
C. Data Exchange Server (DX Server)
D. Database Integration Wizard (DIW)
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