3312 Online Practice Questions and Answers

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

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

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).

An administrator creating a flow application realizes that a skillset required for the application has not been created.

Which statement about adding the skillset is true?

A. The only way to add a skillset is through the Configuration Component.

B. It can be added through the Application Variable folder in the Orchestration Designer tool.

C. It can be added through the Applications folder in the Orchestration Designer tool.

D. It can be added through the Application Manager Data folder In the Orchestration Designer tool.

Refer to the exhibit.

According to the User Definition for Susan Gordon shown in the exhibit, which statement regarding her capabilities is correct?

A. Susan can change her user name and password.

B. Susan can bulk load data through the Configuration spreadsheets.

C. Susan will have access to Real Time Reporting on her launchpad.

D. Susan can add, delete, and edit Control Directory Numbers (CDN).

Given the following namespace: mycustomer.com | en_us | ad_hoc_messages | music_on_hold | out_of_hours To enable in-queue announcements to be played, into which content group would the prompts be uploaded?

A. out_of_hours

B. music_on_hold

C. ad_hoc_messages

D. en_us

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

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

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

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