QUESTION 21
A customer with Avaya Aura Contact Center launches Orchestration Designer (OD) and the OD display for views. Which view provides a snapshot of the latest and most up-to-date data from the Avaya Aura Contact Center?
A. Local View
B. Contact Center View
C. Synchronization View
D. Contact Center Manager Administration View
Answer: B
QUESTION 22
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.)
A. SECTION
B. IF
C. GIVE IVR
D. WHERE EQUALS
E. EVENT HANDLER
Answer: BDE
QUESTION 23
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?
A. Assign the new skillset to that agent’s partition.
B. Use the skillset window from the skillset view to assign multiple agents.
C. Select all five agents from the Agents details window, then drag and drop them to the new skillset.
D. Use the skillset section in the agent details window to assign the agents at the same time to the new skillset.
Answer: A
QUESTION 24
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. A Boolean variable is a variable of the type TRUE/FALSE.
B. A Boolean variable is a variable of the type ON/OFF.
C. A Boolean variable can be used on a Master Script, a Primary Script or a Secondary Script.
D. A Boolean variable cannot be used in a loop.
Answer: AC
QUESTION 25
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?
A. Historical Statistics >Parameters
B. Skillset Definition >Call Age Preference
C. Real Time Statistics>Agent Stat.
D. Global Setting > Agent Order Preference
Answer: D
QUESTION 26
The data in the exhibit are found In the Route Definition window under the Configuration component of Avaya Aura Contact Center.
Which two statements describe how the Name and Number fields are used? (Choose two.)
A. The name must match a variable name In the Service Creation Environment.
B. The name must match a .wav file or a content group in the Avaya Media Server.
C. The number must match a route created in the telephone system.
D. The route is used in scripting to reference a specific recording or music.
Answer: AB
QUESTION 27
A customer with on Avaya Aura Contact Center Is using the IF THEN ELSE END IF expression in the script.
Given the following section of script:
IF DNIS = SOOO THEN
QUEUE TO SKILLSET customer_service
WAIT 2
ELSF
QUEUE TO SKILLSET general_lnfo
WAIT 2
END IF
QUEUE TO SKILLSET backup_sklllset WAIT 2
Which statement describes what will happen to a caller encountering this section of script?
A. Callers with DNIS 5000 will queue to customer_service, all other callers will queue to general_info and backup__sklllset.
B. Callers with DNIS 5000 will queue to customer_service and backup_skillset and all other calls will queue to general_info.
C. Callers with DNIS 5000 will queue to customer_servlce, all other calls will queue to backup_skillset.
D. Callers with DNIS 5000 will queue to customer_service and backup_skillset, all other callers will queue to general_info and backup,,skillset.
Answer: D
QUESTION 28
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. Saved Variable
B. Locked Variable
C. Locked Assignment
D. Saved Assignment
Answer: CD
QUESTION 29
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.)
A. If the automotive skillset is out of service, the caller will hear a technical difficulty announcement, and be disconnected.
B. 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.
C. If the caller’s CLID Is not listed in the vip_customers_clld_gv, they will queue to automotive with a low priority, hear an announcement and then hear music.
D. If the automotive skillset is out of service, the caller will hear a technical difficulty announcement, and then queue to the automotive skillset.
E. 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.
Answer: ABE
QUESTION 30
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?
A. Create a User Defined Partition, list each supervisor’s agents and skillsets, and assign it to the supervisor’s User Definition.
B. On each supervisor’s User Definition, create a Standard Partition, select all agents and all skillsets, and then check the Real Time Reporting (RTR) and Historical Reporting (HR) check boxes.
C. On each supervisor’s User Definition, under the Standard Partition, under the Reporting Agents tab, select the supervisor that needs backup, and check the RTR and HR check boxes.
D. On each supervisor’s User Definition, under the Standard Partition, under the Reporting Agents tab, select both supervisors, and check the RTR and HR check boxes.
Answer: A
…go to http://www.lead2pass.com/3300.html to download the full version Q&As.
