Avaya Avaya Certifications 3312 Questions & Answers

• Question 51:

  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?

  A. Create a new music skillset.

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

  C. Create a new music Call Presentation Class.

  D. Create a new music Control Directory Number (CDN).

  Correct Answer: B

• Question 52:

  A customer with Avaya Aura Contact Center (AACC) wants to create a script using intrinsics. The script will be screened using the 'QUEUED COUNT' intrinsic.

  Which category of intrinsic is the 'QUEUED COUNT" intrinsic?

  A. Traffic

  B. Time

  C. Call

  D. Skillset

  Correct Answer: A

• Question 53:

  Refer to the exhibit.

  

  The data in the exhibit are found in the Route Definition window under the Configuration component of Avaya Aura Contact Center (AACC) for a SIP-based Contact Center with an Avaya Aura Media Server. Which statement correctly describes how the Route Number field is used?

  A. The route number must match a route created in the telephone system.

  B. The route number must match a variable name in the Orchestration Designer.

  C. The route number must be defined in global settings before it can be referenced in Route Definition.

  D. The route number is used in scripting to reference a specific recording or music.

  Correct Answer: C

• Question 54:

  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. the Contact Center Manager Administration View

  B. the Synchronization View

  C. the Contact Center View

  D. the Local View

  Correct Answer: C

• Question 55:

  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?

  A. Service Level Threshold

  B. Average Answered Delay

  C. Application Name

  D. Calls Waiting

  Correct Answer: B

• Question 56:

  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?

  A. 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: END WHERE ASSIGN loop_counter_cv + 1 TO loop_counter_cv WAIT 30

  EXECUTE wait_loop

  B. 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

  C. 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 loop_counter_cv + 1 TO loop_counter_cv END WHERE WAIT 30 EXECUTE wait_loop

  D. 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

  Correct Answer: D

• Question 57:

  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?

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

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

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

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

  Correct Answer: D

• Question 58:

  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. Queue Block

  B. Logic Block

  C. Treatment Block

  D. Anchor Block

  Correct Answer: A

• Question 59:

  Which three tasks can you perform from the Avaya Agent Browser? (Choose three.)

  A. Enter After Call Work Codes

  B. Call Customer

  C. Call Supervisor

  D. Enter Activity Codes

  E. Enter Call Notes

  Correct Answer: ADE

• Question 60:

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

  B. Assign the new skillset to those agent's partition.

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

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

  Correct Answer: B