3312 Online Practice Questions and Answers

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

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

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

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).

A customer with Avaya Aura Contact Center (AACC) Orchestration Designer opens the Contact Router for the first time by right clicking the Master Script. Which options are available?

A. Open/Open in Flow Editor

B. Open in text editor/Open in flow editor

C. Open application/Edit application

D. Open Edit/Open View

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?

A. the call that has been in the system the longest

B. the call that has been in queue the longest

C. the call with the highest priority in the script

D. the call for which the agent has the highest priority

A customer with an Avaya Aura Contact Center (AACC) in a SIP environment would like to create a script where the customer is prompted to enter their account number through the dial pad. The script would then play the account number back to the caller for confirmation.

Which block will be required?

A. Input

B. Treatment

C. IVR

D. Output

A customer with Avaya Aura Contact Center (AACC) uses an Event Handler to monitor for unsolicited events and failed responses. Which statement regarding the Event Handler is true?

A. The event handler can monitor for excessive Not Ready time.

B. The event handler must be the first line on any script.

C. The event handler monitors for music failure.

D. The event handler, if applied on a primary script, does not need to be re-applied on the secondary script.

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. Finish Block

B. Custom Block

C. Treatment Block

D. Anchor Block

After queuing a contact to a skillset, how many seconds are recommended that a script should wait?

A. WAIT 1

B. WAIT 2

C. WAIT 4

D. WAIT 8