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  • Exam Name: Avaya Aura® Contact Center Administration Exam
  • Last Update: 29-May-2024
  • Questions and Answers: 66
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3312 Questions and Answers

Question # 1

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.

Question # 2

A customer with Avaya Aura® Contact Center (AACC) Orchestration Designer wants to create an application flow that checks the following:

1. Verify that the skillset is in service.

2. Provide a recorded announcement if the skillset is not in service.

3. Queue to the skillset if the skillset is in service.

4. Provide a recorded announcement for a welcome message.

Which three flow blocks support these requirements? (Choose three.)

A.

Wait

B.

Queue

C.

Output

D.

Input

E.

Logic

Question # 3

A supervisor with read/update/create/delete skillsets capability is trying to delete a skillset from the skillset page under the Configuration component.

The error message indicates that the skillset is in use and must be removed from anything referencing it, before it can be deleted from Contact Center Manager Server (CCMS).

Which two places should the supervisor look for these references? (Choose two.)

A.

Real Time Statistics > Skillset Statistics

B.

Historical Statistics > Parameters

C.

Contact Center Management > Agent Definition

D.

Orchestration Designer > Scripts and Flows

Question # 4

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.

EVENTHANDLER

EVENT MUSIC ONHOLD

GIVE MUSIC 30

END EVENT

QUEUE TO SKILLSET automotive

WAIT 2

GIVE RAN15

GIVEMUSIC 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

Question # 5

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

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