From which area of the Avaya Agent Desktop can you copy the Customer CLID?
Customer Basic Tab
Customer Intrinsics Tab
Customer Detail Tab
Customer Contact Tab
Correct answer: B
Explanation:
AD_CLID intrinsic when agents click the Copy CLID button. For outgoing calls, Agent Desktop copies the value of the CALLED_NUMBER intrinsic when agents click the Copy CLID button. Reference: https://downloads.avaya.com/css/P8/documents/101017384
AD_CLID intrinsic when agents click the Copy CLID button. For outgoing calls, Agent Desktop copies the value of the CALLED_NUMBER intrinsic when agents click the Copy CLID button. Reference:
A customer using CTI to provide screen pops to the agent requires a four second delay inserted before a call is presented to the agent's telephone.
Which Call Presentation Class option would be used toaccomplish this task?
Put DN on hold to answer call
Return to Queue
Call Force Delay
After Call Break for N seconds
Correct answer: C
Explanation:
Call Force Delay is the amount of time between the beep and the call presentation to the agent. Besides I don't think you can even report on how much delay there is so you have to use the break timer if you want to measure the time. Reference: https://www.tek-tips.com/viewthread.cfm?qid=1116292
Call Force Delay is the amount of time between the beep and the call presentation to the agent. Besides I don't think you can even report on how much delay there is so you have to use the break timer if you want to measure the time.
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 presentedto the agent?
the call with the highest priority in the script
the call that has been in queue the longest
the call that has been in the system the longest
the call for which the agent has the highest priority
Correct answer: B
Explanation:
Avaya contact center always give preference on first come, first serve basis. The call that is in the queue for the longest period of time, will be given preference. The priority can be set based on the most urgent call, but in normal circumstances, the call with the longest wait period, will be given preference.
Avaya contact center always give preference on first come, first serve basis. The call that is in the queue for the longest period of time, will be given preference. The priority can be set based on the most urgent call, but in normal circumstances, the call with the longest wait period, will be given preference.