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Avaya 33820X Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Avaya Aura Architecture Overview | - Core platform components
|
| Solution Design Considerations | - Design principles
|
| Avaya Call Center Elite Fundamentals | - Agent and skill management
|
| Reporting and Administration | - Contact center reporting
|
| Integration and Connectivity | - Protocols and interoperability
|
| Elite Multichannel Solution | - Customer interaction workflows
|
Avaya Aura® Call Center Elite & Elite Multichannel Solution Design Sample Questions:
Refer to the exhibit.
Based on the following features and functions:
* Able to choose the best agent available to handle an outbound contact
* Supports behavior-based past and predicted future behavior for customers and agents
* Supports data trending to determine patterns which is refreshed daily
* POM queries It at that moment In time when It decides on the agent handling a given call Which application would you place in the blue box?
- A. Avaya Intelligent Customer Routing
- B. Workspaces for Elite with POM Integration
- C. Afiniti Enterprise Behavioral Pairing
- D. Best Service Routing
Correct Answer: C 🗳️
Refer to the exhibit.
In this example, the target market is enterprise contact centers and general enterprise telephony customers who are implementing CTI applications with Communications Manager.
Which open standards-based solution runs on a Linux server, is tightly integrated with a Communication Manager and Elite Multichannel solution, and is missing from this diagram?
- A. Avaya Aura® Application Enablement Services
- B. Avaya Aura® Session Border Controller
- C. Avaya Aura® Media Server
- D. Avaya Aura® Session Manager
Correct Answer: A 🗳️
The EMC Desktop loads plug-ins based on the settings in the EMC Desktop's configuration.
Which plug-in allows agents to monitor the telephone activity of other call center agents or staff members they work closely with, and adds the ability to see the work Item history of an agent?
- A. Presence Plug-In
- B. Supervisor Plug-In
- C. EMC Plug-In
- D. Agent Plug-in
Correct Answer: A 🗳️
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 Breeze®
- B. Avaya Workspaces® for Elite
- C. Avaya Oceana®
- D. Avaya Control Manager
Correct Answer: C 🗳️
Which two statements about the enhancements to Elite Multichannel Release 6.6 security are true? (Choose two.)
- A. Elite Multichannel 6.6 uses SSLv3
- B. Support for TLS 1.0 and 1.1 have been dropped from EMC 6.6.
- C. All connections to EMC 6.6 Servers use only TLS 1.2 to communicate.
- D. Elite Multichannel 6.6 supports WebLM Release 6.x.
Correct Answer: B,C 🗳️
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