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? A. the call with the highest priority in the script B. the call that has been in queue the longest […]

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 to accomplish this task? A. Put DN on hold to answer call B. Return to Queue C. Call Force Delay D. […]

From which area of the Avaya Agent Desktop can you copy the Customer CLID? A. Customer Basic Tab B. Customer Intrinsics Tab C. Customer Detail Tab D. Customer Contact Tab 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 […]