3300 - Avaya Aura Contact Center Administration Exam
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A supervisor with Avaya Aura Contact Center would like to create a custom Application Display The data fields available are cumulative, fixed, and instantaneous. What is an example of a cumulative data field?
Average Answered Delay
A customer with Avaya Aura Contact Center 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 queue. Which section of script would accomplish this scenario?
ASSIGN 1 TO loop_counter_cv SECTION wait_loopWHERE loop_counter_cv EQUALSVALUE 1: GIVE RAN 15VALUE 2: GIVE RAN 16VALUE 3: GIVE RAN 17DEFAULT:END WHEREASSIGN loop_.counter_.cv + 1 TO loop_counter_cvWAIT 30EXECUTE wait_loop
Besides creating SQL statements that can be executed within scripts, what is another use of the database Integration wizard?
It can be used to define variables.
A customer with Avaya Aura Contact Center has created a script using the following intrinsic: IF NOT QUEUED THEN Which type of Intrinsic is being used?
Some variables can have a list or range of values Instead of only a single value. On creation of these global variables the class type set is selected. Which variables types support this class type?
Agent Identification (Agent_ID), Control Directory Numbers (CDN), Date, Dialed Number Identification Service (DNIS)
A customer with an Avaya Aura Contact Center would like to implement emergency routing using the READVAR/SAVEVAR wild variable. Within a LOGIC block, which two categories of expression would be required to Implement READ/VAR SAVE/VAR in a flow application? (Choose two.)
A customer is using the intrinsic Call Rate in & script. For what Information is the system looking when the Call Rate Intrinsic is used?
the number of contacts that entered the system in the last 10 minutes
Given the following namespace: mycustomer.com I en_us I ad_hoc_messages I music_on_hold I out_of_hours Into which content group would the prompts be uploaded to enable In-queue announcements to be played?
A customer would like incoming calls to queue to the skillset with the most agents in service. Which intrinsic would accomplish this?
MOST LOGGED AGENTS
A customer with Avaya Contract Center in SIP environment would like to add voice processing commands to an application. Which block would be required?
How do you write a LOG message that will successfully print out to the log file the value of the variable MyLogVar_cv?
LOG "The value of " MyLogVar_cv "is"
The following script has been created In Avaya Aura Contact Center Orchestration Designer Scripting: It OUT OF SERVICE automotive THEN GIVE RAN technical_difflculties_gv END IF IF CLID - vlp_customers_clld_gv THEN QUEUE TO SKILLSET automotive WITH PRIORITY 1 WAIT 2 GIVE RAN vlp_welcome_gv ELSE QUEUE TO SKILLSET automotive WAIT 2 END IF GIVE MUSIC classlcal_wait_cjv WAIT 30 Which three things will occur when a caller encounters this script? (Choose three.)
If the automotive skillset is out of service, the caller will hear a technical difficulty announcement, and be disconnected.
If the caller Calling Line ID (CLID) is listed in the vip_customers_clid_gv, they will queue to the automotive skillset with a high priority, hear a special announcement, and then hear music.
If the caller's CLID is not listed in the vlp_customers_clid_gv, they will queue to automotive a low priority and then hear music.
A customer with Avaya Aura Contact Center must create a Contact Center Management supervisor who also has administrative user capabilities. Where is this accomplished?
Create a new user in Access and Partition Management, assign User Type Administrator, and assign a password.
A customer with Avaya Aura Contact Center has two supervisors who act as backups for each other. Each supervisor requires the ability to view the other's agents and skillsets on displays and in reports. Using the Access and Partition Management component, which configuration would each supervisor's user definition require?
Create a User Defined Partition, list each supervisor's agents and skillsets, and assign it to the supervisor's User Definition.
A customer with Avaya Aura Contact Center in a SIP environment has added an Avaya Media Server Avaya MS) to the Contact Center Management Administration. What is the next step in the configuration of the Avaya MS?
Services such as Announcements and Dialog must be associated to the Avaya MS.
You are given the task of configuring Avaya Aura Contact Center (AACC) to send skillset calls back to the queue when they are delivered to an available agent but do not get answered by that agent. Which AACC configuration option is used to accomplish this task?
A customer with Avaya Aura Contact Center 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..FRIDAY THEN What is the correct syntax required for this application?
IF DAY OF WEEK = MONDAY..FRIDAY THEN
In an Avaya SIP Avaya Aura Contact Center (AACC) Installation, you are creating a new agent In Contacl Center Manager Administration (CCMA) with an extension number of 5555. Which format must be used for entering the SIP URI when using a sip domain of "acmecorp.com"?
When using a host block within a call flow, what does the Provider ID value refer to?
This is the HDX Connection Provider ID set within the database integration wizard.
A supervisor with Avaya Aura Contact Center is going on vacation in two weeks and the agents will temporarily report to another supervisor during that time. When the supervisor returns, how should the agents report back?
Create and schedule an Agent to Skillset assignment.
A supervisor has created a custom report template and saved it in the Historical Reporting window within a custom group folder. Who will have access to this report?
only the supervisor who created the report template
A customer with Avaya Aura Contact Center has created a script application. The customer would like to convert this script application into a flow application. Which two statements regarding converting scripts are true? (Choose two.)
The original script application must be In the Local View.
The conversion of the script to a flow results in only one APPLICATION, the flow version.
A customer with Avaya Aura Contact Center Manager Server would like to view the differences between the data In the Local View and the data In the Contact Center View, and then resolve the differences so that both views contain the same data. Which view enables this feature?
A customer with Avaya Aura Contact Center will use the Contact Router for all calls entering the system. What is one function of the Contact Router?
It links Control Directory Numbers (CDN) to applications.
A customer with Avaya Aura Contact Center Is attempting to add a new activity code to the system but receives a system error stating that the maximum number of activity codes allowed has been exceeded. Under which option within the Configuration component would the customer look, to determine the maximum number of allowed activity codes?
A customer with an Avaya Aura Contact Center has been notified that due to Inclement 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 Boolean variable is a variable of the type TRUE/FALSE.
A Boolean variable can be used on a Master Script, a Primary Script or a Secondary Script.
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.)
The Local View can be populated with Contact Center View data.
The Local View can be launched as a stand-alone option from an executable on a user's machine.
New applications created In the Local View may be added to the Contact Center View using the Synchronization View.
A customer with Avaya Aura Contact Center needs to create a new Contact Center Supervisor who will also be an Administrative User. Which field on the Supervisor Definition page must be completed to simultaneously create a supervisor and an Administrative User?
CCMA Login Account Details
A customer with Avaya Aura Contact Center requires a real time report that will show up to 15 minutes of real time data on the screen, allowing the supervisor to identify trends as they emerge. Which Real Time Display would accomplish this?
A customer with Avaya Aura Contact Center uses an Event Handler to monitor for unsolicited events and failed responses. Which two statements regarding the Event Handler are true? (Choose two.)
The event handler monitors for the music failure.
The event handler, if applied on o primary script, does not need to be re-applied on the secondary script.
X customer with Avaya Aura Contact Center wants to create variables for use In script and flow applications. What are the limitations of creating global and call variables?
Maximum 100 global variables, No stated maximum to call variables
When setting up your contact center using Avaya Aura Contact Center (AACC), the supervisors would like the agents to be automatically placed into an unavailable state after each skillset call. They want the agents to be unavailable for 30 seconds between calls. What would you configure to accomplish this task?
Call Presentation Classes
A customer with Avaya Aura Contact Center has opened the Skillset View in the Contact Center Management component. Which task can be performed from this view?
Create a new skillset.
A customer with Avaya Aura Contact Center is creating an application flow using blocks. Each block can be given a unique name to identify it on the flow. Under which tab on each block the name of the block would be assigned?
A supervisor In an Avaya Aura Contact Center SIP environment would like to play an announcement and collect digits from a caller using the following TFE command: GIVE IVR WITH VXML TREATMENT voicexml PARAMETERS What are two Inputs after the PARAMETERS command? (Choose two.)
The supervisors of your contact center have asked for the ability to perform detailed reporting on why agents are in the NOT READY state. Which feature in the Contact Center Manager Administration needs to be configured?
When configuring an Access Class within the Access and Partition Management component of Avaya Aura Contact Center, the system presents two options on which to assign permission. If the supervisor has access to every item on the Launch pad, and if no permissions are granted under the Administration option, what would be the result In terms of access restriction for the user assigned to that Access Class?
The user would not be able to create new administrative users.
A customer with Avaya Aura Contact Center wants to see in a report the percentage of calls being answered in the automotive skillset in 20 seconds or less. What would need to be programmed to obtain this data?
Create a skillset threshold class, set the Level 1 Service Level Threshold to 20, and assign the threshold class to the automotive skillset.
Which statement regarding scripts is true?
A primary script is referenced directly from the Master script, otherwise It Is a secondary script.
A customer with Avaya Aura Contact Center would like to use expressions in their script. When used in a script application, which three expressions require an accompanying END expression? (Choose three.)
An agent In Avaya Aura Contact Center steps away from the phoneset without logging out or going into Not Ready- Upon return. It is discovered that the telephone has been logged out. What is the most likely explanation?
The Call Presentation Class "Return To Queue" was enabled for this telephone, a call was presented and returned to the queue while the agent was away and the Logout option was assigned for After "Return to Queue, Make Phone set".
When more than one agent Is available to receive a call, the agent with the highest priority In the skillet 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?
Global Setting > Agent Order Preference
A customer with Avaya Aura Contact Center Orchestration Designer opens the Contact Router for the first time by right clicking the Master Script. Which options are available?
Open/Open in Flow Editor
How many seconds are recommended that a script should wait after queuing a contact to a skillset?
You just installed a new Avaya Aura Contact Center (AACC) Installation and you need to configure it to talk to the Avaya Media Server (Avaya MS). Which configuration options do you needed to configure to accomplish this?
Media Servers and Media Service and Routes
A customer with Avaya Aura Contract Center wants to assign five agents to a new skillset in the most efficient way possible. How would the customer assign the agents to the skillset?
Assign the new skillset to that agent's partition.
A supervisor with Avaya Aura Contact Center wants to setup a requirement for the Calls Waiting column on a Sklllset Display to update in yellow when three or four calls are in queue, and red when five or more calls are in queue for the Customer Service Sklllset. Which three areas of Contact Center Administration must be configured to accomplish this goal? (Choose three.)
Create a Sklllset Threshold Class, assign 3 to Level 1, and 5 to Level 2 for Calls Waiting.
Assign Sklllset Threshold Class to Customer Service Skillset.
Create a custom Skillset Display, assign yellow highlighting to level 1 of the Calls Waiting column, and red to level 2 of the Calls Waiting column.
Which two commands can update the value of a call variable? (Choose two.)
A customer with Avaya Aura Contact Center needs to create a new Contact Center Management supervisor in a SIP environment. Which two fields on the supervisor Details page are mandatory? (Choose two.)
A customer with Avaya Aura Contact Center has five calls waiting in queue for the Customer Service Skillset. An agent becomes available who can answer the calls. Which call will be presented to the agent?
The call that has been In the system the longest