EMT Practice Test

1. Question Content...

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Question1: 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 - vip_customers_clid_gv THEN
QUEUE TO SKILLSET automotive WITH PRIORITY 1
WAIT 2
GIVE RAN vip_welcome_gv
ELSE
QUEUE TO SKILLSET automotive
WAIT 2
END IF
GIVE MUSIC classical_wait_cjv WAIT 30
Which three things will occur when a caller encounters this script? (Choose three.)

Question2: A supervisor with Avaya Aura Contact Center wants to setup a requirement for the Calls Waiting column on a Skillet Display to update in yellow when three or four calls are in queue, and red when five or more calls are in queue for the Customer Service Skillet.
Which three areas of Contact Center Administration must be configured to accomplish this goal? (Choose three.)

Question3: A customer with Avaya Aura Contact Center needs to create a new Contact Center Supervisor who will also be an Administrative User.
Which field on the Supervisor Definition page must be completed to simultaneously create a supervisor and an Administrative User?

Question4: You are building a new call flow that will use hold music that is stored on the Avaya Media Server (Avaya MS), while calls are waiting in queue. You created your music folder on Avaya MS and uploaded the music files to the music folder in the Avaya MS 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?

Question5: Which two commands can update the value of a call variable? (Choose two.)

Question6: A customer with Avaya Aura Contact Center has five calls waiting in queue for the Customer Service Skillset. An agent becomes available who can answer the calls.
Which call will be presented to the agent?

Question7: Given the following namespace:
mycustomer.com
I en_us
I ad_hoc_messages
I music_on_hold
I out_of_hours
Into which content group would the prompts be uploaded to enable In-queue announcements to be played?

Question8: 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 = 5OOO THEN
QUEUE TO SKILLSET customer_service
WAIT 2
ELSE
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?

Question9: You just installed a new Avaya Aura Contact Center (AACC) Installation and you need to configure it to talk to the Avaya Media Server (Avaya MS).
Which configuration options do you needed to configure to accomplish this?

Question10: A customer with Avaya Aura Contact Center wants to create a script using Intrinsic. The script will contain screening based on the how many calls are currently queued.
Which category of Intrinsic would be used to accomplish this?

Question11: An agent In Avaya Aura Contact Center steps away from the phone set without logging out or going into Not Ready- Upon return. It is discovered that the telephone has been logged out.
What is the most likely explanation?

Question12: A customer with Avaya Aura Contact Center Manager Server would like to view the differences between the data In the Local View and the data In the Contact Center View, and then resolve the differences so that both views contain the same data.
Which view enables this feature?

Question13: A customer would like incoming calls to queue to the skillset with the most agents in service. Which intrinsic would accomplish this?

Question14: 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?

Question15: When setting up your contact center using Avaya Aura Contact Center (AACC), the supervisors would like the agents to be automatically placed into an unavailable state after each skillset call. They want the agents to be unavailable for 30 seconds between calls.
What would you configure to accomplish this task?

Question16: A customer with Avaya Aura Contact Center requires a real time report that will show up to 15 minutes of real time data on the screen, allowing the supervisor to identify trends as they emerge.
Which Real Time Display would accomplish this?

Question17: A supervisor with Avaya Aura Contact Center is going on vacation in two weeks and the agents will temporarily report to another supervisor during that time.
When the supervisor returns, how should the agents report back?

Question18: A supervisor with Avaya Aura Contact Center would like to create a custom Application Display The data fields available are cumulative, fixed, and instantaneous.
What is an example of a cumulative data field?

Question19: A customer with Avaya Aura Contact Center must create a Contact Center Management supervisor who also has administrative user capabilities.
Where is this accomplished?

Question20: A customer with Avaya Aura Contact Center has written a script application. The Problem View Is showing a syntax error with the following area of script:
IF DAY OF WEEK EQUALS MONDAY..FRIDAY THEN
What is the correct syntax required for this application?

Question21: 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?

Question22: The supervisors of your contact center have asked for the ability to perform detailed reporting on why agents are in the NOT READY state.
Which feature in the Contact Center Manager Administration needs to be configured?

Question23: How do you write a LOG message that will successfully print out to the log file the value of the variable MyLogVar_cv?

Question24: A customer with Avaya Contract Center in SIP environment would like to add voice processing commands to an application.
Which block would be required?

Question25: 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?

Question26: Some variables can have a list or range of values instead of only a single value. On creation of these global variables the class type set is selected.
Which variables types support this class type?

Question27: A customer is using the intrinsic Call Rate in & script. For what Information is the system looking when the Call Rate Intrinsic is used?

Question28: 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?

Question29: A customer with Avaya Aura Contact Center has created a script using the following intrinsic:
IF NOT QUEUED THEN
Which type of Intrinsic is being used?

Question30: When using a host block within a call flow, what does the Provider ID value refer to?

Question31: You are given the task of configuring Avaya Aura Contact Center (AACC) to send skillset calls back to the queue when they are delivered to an available agent but do not get answered by that agent.
Which AACC configuration option is used to accomplish this task?

Question32: A customer with Avaya Aura Contact Center has a list of holidays that change on a yearly basis. This list will be referenced on multiple scripts.
Which statement describes how to reference these dates on a script for easy updating?

Question33: 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.)

Question34: A customer with Avaya Aura Contact Center 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.
Under which option within the Configuration component would the customer look, to determine the maximum number of allowed activity codes?

Question35: A customer with Avaya Aura Contact Center will use the Contact Router for all calls entering the system.
What is one function of the Contact Router?

Question36: A supervisor has created a custom report template and saved it in the Historical Reporting window within a custom group folder.
Who will have access to this report?

Question37: A customer with Avaya Aura Contact Center needs to create a new Contact Center Management supervisor in a SIP environment.
Which two fields on the supervisor Details page are mandatory? (Choose two.)

Question38: When configuring an Access Class within the Access and Partition Management component of Avaya Aura Contact Center, the system presents two options on which to assign permission.
If the supervisor has access to every item on the Launch pad, and if no permissions are granted under the Administration option, what would be the result in terms of access restriction for the user assigned to that Access Class?

Question39: A customer with Avaya Aura Contact Center Orchestration Designer opens the Contact Router for the first time by right clicking the Master Script.
Which options are available?

Question40: A customer with Avaya Aura Contact Center in a SIP environment has added an Avaya Media Server Avaya MS) to the Contact Center Management Administration.
What is the next step in the configuration of the Avaya MS?

Question41: A customer with Avaya Aura Contact Center wants to create a script In the Local View. Which three statements are true regarding the Local View? (Choose three.)

Question42: A customer with Avaya Aura Contact Center is creating an application flow using blocks. Each block can be given a unique name to identify it on the flow.
Under which tab on each block the name of the block would be assigned?

Question43: A customer with Avaya Aura Contact Center uses an Event Handler to monitor for unsolicited events and failed responses.
Which two statements regarding the Event Handler are true? (Choose two.)

Question44: Besides creating SQL statements that can be executed within scripts, what is another use of the database Integration wizard?

Question45: A customer with Avaya Aura Contact Center has opened the Skillset View in the Contact Center Management component.
Which task can be performed from this view?

Question46: Which statement regarding scripts is true?

Question47: A customer with Avaya Aura Contact Center has created a script application. The customer would like to convert this script application into a flow application.
Which two statements regarding converting scripts are true? (Choose two.)

Question48: 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.)

Question49: X customer with Avaya Aura Contact Center wants to create variables for use in script and flow applications.
What are the limitations of creating global and call variables?

Question50: A customer with Avaya Aura Contact Center has created a loop in a script application with the following parameters:
1. While the caller is in the loop, the customer wants an announcement to play every thirty seconds, and the queued status of the call and the In-service status of the skillset must be evaluated
2. If the call is not queued, and if the skillset is out of service, the call will be sent to an out of service announcement
3. If the call is not queued and the skillset is in service. It must be re-queued.
What is the proper script syntax to accomplish this requirement?

Question51: A customer with Avaya Aura Contact Center 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 queue.
Which section of script would accomplish this scenario?

Question52: A supervisor In an Avaya Aura Contact Center SIP environment would like to play an announcement and collect digits from a caller using the following TFE command:
GIVE IVR WITH VXML TREATMENT voicexml PARAMETERS
What are two Inputs after the PARAMETERS command? (Choose two.)

Question53: In an Avaya SIP Avaya Aura Contact Center (AACC) Installation, you are creating a new agent In Contacl Center Manager Administration (CCMA) with an extension number of 5555.
Which format must be used for entering the SIP URI when using a sip domain of "acmecorp.com"?

Question54: How do you configure what the terminating character should be when using the GiveIVR block to play prompt and collect digits?

Question55: A customer with Avaya Aura Contact Center 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.)

Question56: How many seconds are recommended that a script should wait after queuing a contact to a skillset?

Question57: 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?

Question58: 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.)

Question59: Which statement is true about the Contact Center Management Administration function that is provided by the Avaya Media Server (Avaya MS)?

Question60: A customer with an Avaya Aura Contact Center is uploading configuration data using the Contact Manager Administration Configuration Tool spreadsheets Which two actions can be taken using the spreadsheets? (Choose two.)

Question61: 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.)