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Avaya 33820X Exam Syllabus Topics:
| Section | Objectives |
| Avaya Call Center Elite Fundamentals | - Routing and call distribution
- 1. Call flow design principles
- 2. VDN, vectoring, and skills-based routing
- Agent and skill management
- 1. Agent login, skills assignment, and queues
|
| Reporting and Administration | - Contact center reporting
- 1. Real-time and historical reporting concepts
- System administration
- 1. Configuration and monitoring basics
|
| Integration and Connectivity | - System integration
- 1. CTI integration and CRM connectivity
- 2. AES (Application Enablement Services) usage
- Protocols and interoperability
- 1. SIP-based integration concepts
|
| Avaya Aura Architecture Overview | - Call center infrastructure design
- 1. High-level architecture for Elite solutions
- 2. Scalability and redundancy considerations
- Core platform components
- 1. Avaya Aura Communication Manager overview
- 2. Session Manager and System Manager roles
|
| Solution Design Considerations | - Implementation strategy
- 1. Deployment models and migration planning
- Design principles
- 1. Availability, scalability, and resilience planning
- 2. Performance and capacity considerations
|
| Elite Multichannel Solution | - Customer interaction workflows
- 1. Routing strategies for non-voice interactions
- Multichannel contact handling
- 1. Email and chat integration design
- 2. Unified queue management
|
Avaya Aura® Call Center Elite & Elite Multichannel Solution Design Sample Questions:
1. A Call Center Elite customer is currently running only a voice channel, and does not have either Interaction Center (IC) or Elite Multichannel (EMC). Which product enables them to implement Multichannel?
A) Avaya Workspaces® for Elite
B) Avaya Control Manager
C) Avaya Breeze®
D) Avaya Oceana®
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) IX™ Orchestration
B) Media Processing Platform
C) Experience Portal Manager
D) Application Servers
3. Which three statements are true for the Avaya Aura® Call Center Elite ordering process? (Choose three.)
A) It is sold through Direct and Indirect channels.
B) Call Center Elite 8.0 goes to market per the Avaya Global Product Distribution policy.
C) CC-Elite can be ordered as a standalone for a 3rd party PBX.
D) Call Center Elite includes Business Advocate.
E) Call Center Elite requires CMS.
4. Avaya Aura® and Call Center Elite together help reduce the total cost of ownership (TCO) with centralization and consolidation.
Avaya's open architecture provides feature and investment options for any enterprise, and customers can choose from which two options? (Choose two.)
A) Cloud Contact Center with AACC
B) Managed Private or Hybrid Networks
C) Subscription-based payments
D) Cloud Storage Box
5. A customer requires a solution that has a broad appeal across all vertical markets, and simplifies the management operations of Avaya-based solutions through a centralized administration platform. This solution will also reduce costs, enhance security and access, all without increasing complexity.
Which application solution would you present to this customer?
A) Avaya Experience Portal
B) Avaya Proactive Outreach Manager
C) Avaya Control Manager
D) Avaya Intelligent Customer Routing
Solutions:
Question # 1 Answer: D | Question # 2 Answer: B | Question # 3 Answer: A,B,D | Question # 4 Answer: B,C | Question # 5 Answer: C |