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Guide for Avaya Aura Contact Center Maintenance and Troubleshooting

Quiz Avaya Aura Contact Center Maintenance and Troubleshooting

Free Test
/ 10

Quiz

1/10
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?
Select the answer
1 correct answer
A.
out_of_hours
B.
music_on_hold
C.
ad_hoc_messages
D.
en_us

Quiz

2/10
A customer with Avaya Aura® Contact Center (AACC) needs to create a new Contact Center
Management agent.
Which three features can be assigned to a Contact Center Management agent? (Choose three.)
Select the answer
3 correct answers
A.
Skillsets.
B.
Activity Code
C.
Call Presentation Class
D.
Control Directory Number (CDN)
E.
Threshold Class

Quiz

3/10
A customer with Avaya Aura® Contact Center (AACC) has lost their administrator and therefore must
create a Contact Center Management supervisor who can also log into the Contact Center Manager
Administration (CCMA) as an administrative user, in the interim until the administrator can be
replaced. The customer wants the supervisor definition to be linked to the Contact Center Manager



Administrative User definition.
What needs to be done to link the supervisor definition to a web administrative user definition?
Select the answer
1 correct answer
A.
In Contact Center Management, first create a new supervisor, and under CCMA Login Account
Details, assign User Name and Password. Then in Access and Partition Management assign that
supervisor a user type of Administrator.
B.
Create a new user in Access and Partition Management, and assign a password.
C.
Create a new user in Access and Partition Management, assign User Type Administrator, and
assign a password.
D.
In Contact Center Management, create a new supervisor, and assign Administrator Voice URI.

Quiz

4/10
A customer with Avaya Aura® Contact Center (AACC) has five calls waiting in queue for the Customer
Service Skillset. An agent becomes available to answer the calls.
Which call will be presented to the agent?
Select the answer
1 correct answer
A.
the call that has been in the system the longest
B.
the call that has been in queue the longest
C.
the call with the highest priority in the script
D.
the call for which the agent has the highest priority

Quiz

5/10
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?
Select the answer
1 correct answer
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).

Quiz

6/10
When using the Configuration Tool, which user can upload or download data to and from the Contact
Center Manager Server?
Select the answer
1 correct answer
A.
SYSMON
B.
IUSR_SWC
C.
iceAdmin
D.
Administrator

Quiz

7/10
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.)
Select the answer
1 correct answer
A.
Real Time Statistics > Skillset Statistics
B.
Historical Statistics > Parameters
C.
Contact Center Management > Agent Definition
D.
Orchestration Designer > Scripts and Flows

Quiz

8/10
Which three tasks can you perform from the Avaya Agent Browser? (Choose three.)
Select the answer
3 correct answers
A.
Enter After Call Work Codes
B.
Call Customer
C.
Call Supervisor
D.
Enter Activity Codes
E.
Enter Call Notes

Quiz

9/10
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.)
Select the answer
3 correct answers
A.
assignments
B.
skillsets
C.
script variables
D.
threshold classes
E.
presentation classed

Quiz

10/10
A supervisor with Administrator user privileges wants to be able to manage voice prompts and music
on the Avaya Aura® Media Server (AAMS).
Through which Launchpad item can this be accomplished?
Select the answer
1 correct answer
A.
Call Recording and Quality Monitoring
B.
Prompt Management
C.
Configuration
D.
Access and Partition Management
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Info quiz:

  • Quiz name:Avaya Aura Contact Center Maintenance and Troubleshooting
  • Total number of questions:63
  • Number of questions for the test:50
  • Pass score:80%

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