Avaya Aura® Call Center Elite & Elite Multichannel Solution Design - 33820X Exam Practice Test
Question 1
Avaya OneCloud IX,H Contact Center is a true, multi-tenant, complete Contact Center solution that provides a simplified cloud experience for operations and agents. A customer needs skill-based call center routing as part of their solution.
Which two IX™ Contact Center bundles offer this feature? (Choose two.)
Which two IX™ Contact Center bundles offer this feature? (Choose two.)
Correct Answer: A,C
Question 2
Refer to the exhibit.
A customer wants Avaya Experience Portal as a software platform for supporting omnichannel automation applications, so they can create sophisticated voice and speech applications.
Which component shown in the exhibit is responsible for launching applications?
A customer wants Avaya Experience Portal as a software platform for supporting omnichannel automation applications, so they can create sophisticated voice and speech applications.
Which component shown in the exhibit is responsible for launching applications?
Correct Answer: A
Question 3
During your discovery conversation with an existing Call Center Elite customer, they provided the following requirements:
* Increase in agents from 300 to 400
* Agent/Remote Workers 10% of agents
* Increase in CMS Supervisors from 30 to 40
* No increase in 900 Business Users
* Avaya IX™ Messaging (Customer Provided Server)
Which Design Scope would you select for this customer?
* Increase in agents from 300 to 400
* Agent/Remote Workers 10% of agents
* Increase in CMS Supervisors from 30 to 40
* No increase in 900 Business Users
* Avaya IX™ Messaging (Customer Provided Server)
Which Design Scope would you select for this customer?
Correct Answer: D
Question 4
An agent license in Avaya Call Management System is consumed for each agent logged in to at least one measured skill. Regardless of the number of skills assigned to an agent, only one CMS agent license Is consumed when an agent logs In to one or more measured skills. Agent licenses are enabled on CC Elite and CMS, and the Elite Agent licenses are for the ACD functionality.
If CMS is reporting on three ACDs with 500 active agents each, how many agents would it be licensed for?
If CMS is reporting on three ACDs with 500 active agents each, how many agents would it be licensed for?
Correct Answer: D
Question 5
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.)
Correct Answer: A,B,C
Question 6
Avaya Survey Assist is a multi-purpose application that allows you to easily create automated voice and SMS surveys. It supports full integration into the Avaya Experience Portal (AEP) and Proactive Outreach Manager (POM) for voice and SMS transactions.
Which two are current deployment options for Avaya Survey Assist? (Choose two.)
Which two are current deployment options for Avaya Survey Assist? (Choose two.)
Correct Answer: B,C
Question 7
A customer needs to integrate a network of call centers for better load balancing and optimal agent utilization. They also need to monitor the status of the specified resources and adjust call processing. This would enable the system to compare the specified skills, identify the skill that provides best service to a call, and deliver the call to an agent in the skill. If no agents are available in the skill, the call is queued.
Which Avaya Aura® Call Center Elite feature would you recommend to this customer?
Which Avaya Aura® Call Center Elite feature would you recommend to this customer?
Correct Answer: C
