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Achieving the Avaya 3312 certification is a great way for professionals to advance their careers in the contact center industry. With this certification, individuals can demonstrate their expertise in Avaya Aura® Contact Center administration, and open up new opportunities for career growth and advancement.
The Avaya Aura® Contact Center is a comprehensive customer engagement solution designed to help businesses meet the demands of their customers. This solution provides a unified platform for managing voice, email, chat, SMS, and social media interactions. The Avaya 3312 exam is an important step for professionals who want to demonstrate their proficiency in administering this powerful solution. The exam is recognized globally and is a valuable asset for professionals who want to advance in their careers.
NEW QUESTION # 42
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. Application Threshold Class
- B. Historical Statistics
- C. Real Time Statistics
- D. Real Time Reporting
Answer: A
NEW QUESTION # 43
A customer with Avaya Aura Contact Center (AACC) will use the Contact Router for all calls entering the system.
What is one function of the Contact Router?
- A. It can link Control Directory Numbers (CDN) to applications.
- B. It can link intrinsics to applications.
- C. It can link agents to applications.
- D. It can link skillsets to applications.
Answer: D
NEW QUESTION # 44
A customer with an Avaya Aura Contact Center (AACC) has been notified that due to bad 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. A Boolean variable is a variable of the type TRUE/FALSE.
- B. A Boolean variable cannot be used in a loop.
- C. A Boolean variable can be used on a Master Script, a Primary Script or a Secondary Script.
- D. A Boolean variable is a variable of the type ON/OFF.
Answer: A,C
NEW QUESTION # 45
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. CDNs (Route Points) and Skillsets
- B. Routes and Contact Types
- C. Media Servers and Routes
- D. Media Servers and Media Services and Routes
Answer: C
NEW QUESTION # 46
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 Local View
- D. the Contact Center View
Answer: D
NEW QUESTION # 47
A customer with Avaya Aura Contact Center (AACC) needs to create a new Supervisor who will also be a Contact Center Manager Administration (CCMA) user.
Which field on the supervisor definition page must be completed to simultaneously create a supervisor and a CCMA user?
- A. Create CCT Agent
- B. User type
- C. CCMA Login Account Details
- D. Login ID
Answer: C
NEW QUESTION # 48
After queuing a contact to a skillset, how many seconds are recommended that a script should wait?
- A. WAIT 2
- B. WAIT 8
- C. WAIT 4
- D. WAIT 1
Answer: A
NEW QUESTION # 49
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. Schedule an Agent to Skillset assignment.
- B. Delete a supervisor.
- C. Add a skillset to a script.
- D. Create a new skillsets.
Answer: D
NEW QUESTION # 50
A customer with Avaya Aura Contact Center (AACC) is creating an application flow using a Queue block.
This block can be given a unique name Lo identify it on the flow-Under which tab on the Queue block would the name of the block be assigned?
- A. Transition
- B. Queue
- C. Setup
- D. Processing
Answer: C
NEW QUESTION # 51
When agents finish with a call, and if there are calls waiting, the next call rings immediately on the agent's telephone set. The supervisor would like the agents to have 30 seconds before the next call is presented to the agent.
Which call presentation class option is needed to accomplish this requirement?
- A. Presentation Option: Put DN on hold to answer call
- B. Presentation Option: After Call Break for N seconds:
- C. Presentation Option: Call Force
- D. Presentation Option: Return to Queue
Answer: A
NEW QUESTION # 52
A customer with Avaya Aura Contact Center (AACC) 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.
To determine the maximum number of allowed activity codes, under which option within the Configuration component would the customer look?
- A. Global Settings
- B. Real Time Statistics
- C. Threshold Classes
- D. Historical Statistics
Answer: D
NEW QUESTION # 53
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 monitors for music failure.
- B. The event handler must be the first line on any script.
- C. The event handler can monitor for excessive Not Ready time.
- D. The event handler, if applied on a primary script, does not need to be re-applied on the secondary script.
Answer: A
NEW QUESTION # 54
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. Historical Statistics > Parameters
- B. Global Setting > Agent Order Preference
- C. Skillset Definition > Call Age Preference
- D. Real Time Statistics > Agent Statistics
Answer: B
NEW QUESTION # 55
Refer to the exhibit.
The data in the exhibit are found in the Route Definition window under the Configuration component of Avaya Aura Contact Center (AACC) for a SIP-based Contact Center with an Avaya Aura Media Server.
Which statement correctly describes how the Route Number field is used?
- A. The route number must match a route created in the telephone system.
- B. The route number is used in scripting to reference a specific recording or music.
- C. The route number must match a variable name in the Orchestration Designer.
- D. The route number must be defined in global settings before it can be referenced in Route Definition.
Answer: D
NEW QUESTION # 56
A customer with Avaya Aura Contact Center (AACC) would like to use the Configuration Tool spreadsheet to add resources to the Contact Center.
Which three tasks can be configured using this tool? (Choose three.)
- A. assignments
- B. threshold classes
- C. skillsets
- D. presentation classed
- E. script variables
Answer: B,C,D
NEW QUESTION # 57
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. The AAMS must be referenced in Global Settings.
- C. Services such as Announcements and Dialog must be associated to the AAMS.
- D. Skillsets must be associated to the AAMS.
Answer: C
NEW QUESTION # 58
Which three tasks can you perform from the Avaya Agent Browser? (Choose three.)
- A. Enter Activity Codes
- B. Call Supervisor
- C. Enter After Call Work Codes
- D. Call Customer
- E. Enter Call Notes
Answer: A,C,E
NEW QUESTION # 59
The CCMS Host Application Interface (HAI) Service provides database lookup and call data attachment service without using a Customer Developed Applicatior (CDA).
What is used to configure this service?
- A. Application Programming Interface (API)
- B. Database Integration Wizard (DIW)
- C. Task Flow Executor (TFE)
- D. Data Exchange Server (DX Server)
Answer: C
NEW QUESTION # 60
When using the Configuration Tool, which user can upload or download data to and from the Contact Center Manager Server?
- A. SYSMON
- B. Administrator
- C. IUSR_SWC
- D. iceAdmin
Answer: B
NEW QUESTION # 61
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: ASSIGN loop_counter_cv + 1 TO loop_counter_cv
END WHERE
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:
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 0 TO loop_counter_cv
END WHERE
ASSIGN loop_counter_cv + 1 TO loop_counter_cv
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
Answer: D
NEW QUESTION # 62
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