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Avaya 33820X Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Integration and Connectivity | - Protocols and interoperability
|
| Topic 2: Reporting and Administration | - System administration
|
| Topic 3: Avaya Aura Architecture Overview | - Core platform components
|
| Topic 4: Avaya Call Center Elite Fundamentals | - Routing and call distribution
|
| Topic 5: Solution Design Considerations | - Implementation strategy
|
| Topic 6: Elite Multichannel Solution | - Multichannel contact handling
|
Avaya Aura® Call Center Elite & Elite Multichannel Solution Design Sample Questions:
A customer has provided you with the following solution requirements:
* A 360-degree view of the customer journey across touch points and agent interactions
* Leverage the thin client Interface to reduce costs versus downloading and managing thick clients
* No modifications to the Call Center Elite infrastructure
* Enrich and personalize the customer experience by delivering relevant customer information from multiple sources To enhance their call center solution, which application solution would you recommend to the customer?
- A. Avaya Workspaces® for Elite
- B. Avaya Breeze®
- C. Avaya Call Management System
- D. Avaya IX™ Workforce Engagement
Correct Answer: A 🗳️
A customer wants an Avaya Elite Multichannel R6.6 solution with the following deployment options:
* Single Server
* Multiple Server - Single VMS
* Multiple Server - Multiple VMS
In a Multiple Server - Single VMS Preferred Deployment option, which three are the part of the 3-server solution? (Choose three.)
- A. EMC-IDS
- B. EMC-VMS
- C. EMC-CORE
- D. EMC-SQL-DB
- E. EMC-XML
Correct Answer: A,C,D 🗳️
Workspaces for Elite with POM Integration can Increase agent productivity by providing a unified desktop for agents to handle all inbound and outbound voice tasks, and which three types of calls? (Choose three.)
- A. Preview
- B. Proficient
- C. Progressive
- D. Predictive
- E. Performance
Correct Answer: A,C,D 🗳️
From a migration standpoint, when implementing Avaya Oceana® and Avaya Analytics™, what are three ways that Avaya preserves the customer's Investment? (Choose three.)
- A. By using the benefit of Avaya Aura® Contact Center
- B. By using the benefit of Call Center Elite
- C. By using the benefit of Avaya IX'M Workforce Engagement
- D. By using the benefit of Avaya Call Management System
- E. By using the benefit of Avaya Proactive Contact
Correct Answer: B,C,D 🗳️
An existing customer is interested in an Avaya Aura® suite that is comprised of the following applications:
* Desktop applications
* Call Routing Server
* Multimedia services
* Management applications
Based on these requirements, which solution would you recommend to the customer?
- A. Avaya Proactive Contact
- B. Avaya Aura® Call Center Elite
- C. Avaya Aura® Elite Multichannel
- D. Avaya Control Manager
Correct Answer: C 🗳️
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