3312 Online Practice Questions and Answers

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.

A customer with Avaya Aura Contact Center (AACC) has created music treatments that include information about the specific applications that callers might reach. The customer would like callers, who have been put on hold by an agent, to hear the music on hold treatments specific to the application in which they have been answered.

Which section of script would accomplish this?

A. QUEUE TO SKILLSET automotive WAIT 2 GIVE RAN 15 GIVE MUSIC 20 EVENT HANDLER EVENT: CALL ON HOLD GIVE MUSIC 30 WAIT 60

B. QUEUE TO SKILLSET automotive WAIT 2 GIVE RAN 15 IF EVENT = CALL ON HOLD THEN GIVE MUSIC 30 ELSE GIVE MUSIC 20 END IF WAIT 60

C. EVENT HANDLER EVENT MUSIC ON HOLD GIVE MUSIC 30 END EVENT QUEUE TO SKILLSET automotive WAIT 2 GIVE RAN 15 GIVE MUSIC 20 WAIT 60

D. EVENT HANDLER EVENT CALL ON HOLD GIVE MUSIC 30 END HANDLER QUEUE TO SKILLSET automotive WAIT 2 GIVE RAN 15 GIVE MUSIC 20 WAIT 60

Refer to the exhibit.

The Queue block in the exhibit shows queuing to multiple skillsets as referenced in the Global variable, customer_service_gv. The administrator would like the calls to queue to the skillset with the most logged in agents. Using a Queue block, under which tab would the Most Logged in Agents be configured?

A. Logic

B. Processing

C. Queue

D. Setup

A customer with Avaya Aura Contact Center (AACC) has created a script application. The customer would like to convert this script application into a now application. Which statement regarding converting scripts is true?

A. Only an administrator logged in with webadmin credentials can perform the conversion.

B. The original script application must be in the Contact Center View.

C. The original script application must be in the Local View.

D. The conversion of a script to a flow results in two scripts, the original script version and the new flow version.

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.)

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

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

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

D. A Boolean variable cannot be used in a loop.

Which function does the Avaya Aura Media Server (AAMS) provide to the Avaya Aura Contact Center (AACC) in a SIP environment?

A. It supports the Active Directory link to the Computer Telephony Integration (CTI) agent.

B. It links the Communications Control Toolkit Server to the Contact Center Management Administration (CCMA).

C. It supports the Avaya Agent Desktop.

D. It anchors customer calls, announcements, and agent calls to the AAMS conference it created.

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. Historical Statistics

B. Real Time Statistics

C. Real Time Reporting

D. Application Threshold Class

A customer with Avaya Aura Contact Center (AACC) has written a script application. The Problem View is showing a syntax error with the following area of script:

IF DAY OF WEEK EQUALS MONDAY..FR1DAY THEN

What is the correct syntax required for this application?

A. IF DAYS OF WEEK EQUALS MONDAY..FRIDAY THEN

B. IF DAY OF WEEK EQUAI S MON..FRI THEN

C. IF DAY OF WEEK - MONDAY FRIDAY THEN

D. IF DAY OF WEEK = MONDAY..FRIDAY THEN

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

The administrator has created a primary flow application that will point to a secondary flow application. From the block palette, which block is used to point one script to another?

A. Anchor Block

B. Logic Block

C. Reference Block

D. Anonymous Block