avaya 3312 practice test

A customer with Avaya Aura® Contact Center (AACC) wants to assign five agents to a new skill set in
the most efficient way possible.
How would the customer assign the agents to the skillset?

• A. Select all five agents from the Agents Details window, then drag and drop them to the new skillset.
• B. Assign the new skillset to those agent's partition.
• C. Use the skillset window from the skillset view to assign multiple agents.
• D. Use the skillset section in the Agent Details window to assign all the agents at the same time to the new skillset.

You just installed a new Avaya Aura® Contact Center (AACC) installation and you need to configure it
to communicate to the Avaya Aura® Media Server (AAMS).
Which configuration options do you need to configure to accomplish this?

• A. Media Servers and Routes
• B. Media Servers and Media Services and Routes
• C. Routes and Contact Types
• D. CDNs (Route Points) and Skillsets

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?

• A. Create an application threshold class, set the Level 1 %Servlce_Level_S Threshold to 20, the Level 2 %Servlce_Level_S threshold to 30, and assign the threshold class to the automotive ski 11 set.
• B. Create a skillset threshold class, set the Level 1 %Service_Level_S Threshold lo 10, the Level 2% Service_Level_S Threshold to 20 and assign the threshold class to the automotive skillset.
• C. Create an application threshold class, set the Level 1 Service Level Threshold to 20, and assign the threshold class to the automotive skillset.
• D. Create a skillset threshold class, set the Level 1 Service Level Threshold to 20, and assign the threshold class to the automotive skillset.

A customer with Avaya Aura® Contact Center (AACC) has opened the Skillset View in the Contact
Center Management component.
Which task can be performed from this view?

• A. Create a new skillsets.
• B. Delete a supervisor.
• C. Add a skillset to a script.
• D. Schedule an Agent to Skillset assignment.

From which area of the Avaya Agent Desktop can you copy the Customer CLID?

• A. Customer Basic Tab
• B. Customer Intrinsics Tab
• C. Customer Detail Tab
• D. Customer Contact Tab

Refer to the exhibit.

The graphic shows an Access Class, cust_serv_spv, and the two components that comprise the Access
Class definition, the contact Center Manager Server (CCMS) AACCMM04, and the Administration.
Permissions levels ate granted to items within the launchpad through the creation of an Access Class.
If the supervisor has access to every item on the Launchpad, and if no permissions are granted under
the Administration option what would be the result of access restriction for the user assigned to that
Access Class?

• A. The user would not be able to access the Audit Trail from the Launchpad.
• B. The user would not be able to acquire Control Directory Numbers (CDN).
• C. The user would not be able to create new administrative users.
• D. The user would not be able to configure new agents.

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.

A customer with Avaya Aura® Contact Center (AACC) needs to create a new Contact Center
Management supervisor in a SIP environment?
Which field is mandatory for a Contact Center Management supervisor in a SIP environment?

• A. Password
• B. Language
• C. Skillset
• D. Login ID
• E. Call Presentation Class

A supervisor with administrative user privileges requires access to create and delete skillsets through
the configuration component.
Where are the create and delete permissions assigned?

• A. Report Groups
• B. Access Class
• C. Launchpad Items
• D. Standard Partition
• E. User Defined Partition

A customer with Avaya Aura® Contact Center (AACC) in a SIP environment has added an Avaya Media
Aura® Server (AAMS) to the Contact Center Management Administration (CCMA).
What is the next step in the configuration of the AAMS?

• A. The AAMS must be rebooted.
• B. Skillsets must be associated to the AAMS.
• C. Services such as Announcements and Dialog must be associated to the AAMS.
• D. The AAMS must be referenced in Global Settings.