[Oct-2021] Latest Avaya 33820X Certification Practice Test Questions
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NEW QUESTION 18
A customer requires a Call Center feature that will provide the following:
* A routing algorithm to manage agents, call volumes, service levels, and predict call wait time
* As agents become available, select the next contact based on defined business objectives to meet service levels across the enterprise.
To meet these requirements, which Call Center Elite feature would you recommend?
- A. Business Advocate
- B. Best Service Routing
- C. Advanced Call Vectoring
- D. Expert Agent Selection
Answer: B
NEW QUESTION 19
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?
- A. 0
- B. 1
- C. 2
- D. 3
Answer: D
NEW QUESTION 20
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. All connections to EMC 6.6 Servers use only TLS 1.2 to communicate.
- C. Support for TLS 1.0 and 1.1 have been dropped from EMC 6.6.
- D. Elite Multichannel 6.6 supports WebLM Release 6.x.
Answer: A,B
NEW QUESTION 21
With Avaya Proactive Outreach Manager (POM) and Afiniti Enterprise Behavioral Pairing, you can increase agent productivity by using Artificial Intelligence (AI) to choose the best agent available to handle an outbound contact, and support behavior-based past and predicted future behavior for a customer or agent.
Which application supports POM and Afiniti Enterprise Behavioral Pairing?
- A. Avaya Intelligent Customer Routing
- B. Avaya Aura® Call Center Elite Multichannel
- C. Avaya Aura® Call Center Elite
- D. Avaya Aura® Session Manager
Answer: C
NEW QUESTION 22
A customer wants their callers to have greater control over their interactions when they reach their contact centers. They want their callers to be able to get a callback when the next agent is available, or schedule a callback for a day/time that is most convenient. Callers should also be able to continue to hold. Avaya Callback Assist (CBA) gives a customer control of their interaction with the contact center by providing the customer with the estimated wait time and options.
Avaya Callback Assist (CBA) can be installed in which three different environments based on these business requirements? (Choose three.)
- A. SIP
- B. Tl/El
- C. AACC
- D. Analog
- E. CTI
Answer: A,C,E
NEW QUESTION 23
Application Enablement Services (AES) protocols such as TSAPI, JTAPI, and DMCC, no longer need to be purchased separately with which licensing option?
- A. Standard License (SL)
- B. Application Specific Licensing (ASL)
- C. Advanced License (AL)
- D. Enablement Licensing (EL)
Answer: A
NEW QUESTION 24
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. Experience Portal Manager
- B. IX™ Orchestration
- C. Media Processing Platform
- D. Application Servers
Answer: C
NEW QUESTION 25
Avaya Elite Multichannel (EMC) Release 6.6 supports which three platforms? (Choose three.)
- A. MS SQL 2017
- B. MS Windows Server 2012
- C. MS SQL 2016
- D. MS Windows Server 2016
- E. Microsoft.NET Framework R4.7.2
Answer: A,D,E
NEW QUESTION 26
A new customer needs a solution that runs on their existing Avaya Aura® Unified Communication (UC) platform, and provides basic and advanced call center features like Expert Agent Selection and Best Service Routing.
Based on these requirements, which solution would you recommend to the customer?
- A. Avaya Aura® Elite Multichannel
- B. Avaya Proactive Contact
- C. Avaya Intelligent Customer Routing
- D. Avaya Aura® Call Center Elite
Answer: D
NEW QUESTION 27
Call Center Elite Release 8.x continues to support SIP end-to-end deployments, and is aimed at supporting Avaya Aura® enhancements.
To support large capacity SIP call centers, what Is the number of concurrently logged in ACD SIP agents supported In Call Center Elite Release 8.x?
- A. 15,000
- B. 0
- C. 10,000
- D. 12,000
Answer: C
NEW QUESTION 28
Refer to the exhibit.
This high-level diagram shows what a customer's infrastructure might look like with their migration to Avaya OneCloud™ ReadyNow.
With the information in the exhibit, which routing technique would you place in the box with the question mark, to provide connectivity for application support?
- A. Multiprotocol TX Module (MTM)
- B. Multiprotocol Transmitter Module (MTM)
- C. Multiprotocol Ethernet (ME)
- D. Multiprotocol Label Switching (MPLS) SD-WAN
Answer: C
NEW QUESTION 29
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 Aura® Call Center Elite
- B. Avaya Proactive Contact
- C. Avaya Control Manager
- D. Avaya Aura® Elite Multichannel
Answer: D
NEW QUESTION 30
Which key Avaya Aura® Call Center Elite Multichannel (EMC) component sends a signal to Avaya Enablement Services (AES) to pass the call control and call event Information to Elite Multichannel applications, such as the EMC Desktop?
- A. XML Client
- B. XML Service
- C. XML Server
- D. XML Application
Answer: C
Explanation:
Reference:
https://downloads.avaya.com/css/P8/documents/100175255
NEW QUESTION 31
Refer to the exhibit.
This exhibit shows an example of the Call Management System (CMS) and Call Center Elite architecture. A customer wants CMS so It can manage their separate business units, departments, or locations from a single reporting point.
How many Automatic Call Distribution (ACD) queues can a single CMS system report on?
- A. 0
- B. 1
- C. 2
- D. 3
Answer: A
NEW QUESTION 32
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?
- A. Business Advocate
- B. Best Service Routing
- C. Advanced Call Vectoring
- D. Expert Agent Selection
Answer: B
NEW QUESTION 33
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. Agent Plug-in
- B. Supervisor Plug-In
- C. Presence Plug-In
- D. EMC Plug-In
Answer: B
NEW QUESTION 34
A client wants a solution to view live, real-time information, and see the immediate results of their adjustments.
From a migration standpoint, in addition to Avaya Aura® Call Center Elite, which additional application will preserve the customer investment?
- A. Avaya Aura® Elite Multichannel
- B. Avaya Call Management System
- C. Avaya IX™ Workforce Engagement
- D. Avaya Intelligent Customer Routing
Answer: B
NEW QUESTION 35
Avaya OneCloud - Private Delivery provides a single-tenant dedicated software instance designed for large enterprise customers requiring higher feature sets, more control, customization, and higher security options.
Which Private Delivery option uses pre-defined data centers with an automated reference architecture to deliver a standard set of UC and CC solutions?
- A. ReadyNow
- B. Secure
- C. Enterprise
- D. Custom
Answer: A
NEW QUESTION 36
A Contact Center manager wants an application solution that will identify and determine the caller's intent through simple customer conversations using speech and self-service. They also want to serve themselves and eliminate geographic boundaries through true enterprise routing.
Which application solution will meet their requirements?
- A. Avaya Call Management System
- B. Avaya Intelligent Customer Routing
- C. Avaya Proactive Outreach Manager
- D. Avaya IX™ Workforce Engagement
Answer: B
NEW QUESTION 37
A Call Management System (CMS) Release 19 goes to market per the Avaya Global Product Distribution policy. It is sold through direct and indirect channels. The channel strategy and sales model are not affected by this release.
Which three are CMS Release 19 deployment options with the flexibility to meet the needs of every customer? (Choose three.)
- A. Oracle Sun Blade 150
- B. CMS Virtual Appliance OVA (Customer-provided VMware vSphere Platforms)
- C. Avaya Solutions Platform Servers
- D. Amazon Web Services
- E. Oracle Fire V880/V890
Answer: B,C,D
NEW QUESTION 38
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?
- A. Core Suite Licenses: 1340 - CCElite, CMS Agents one-X Agents: 400 - CMS Supervisor License: 40 Remote Workers: 30 - IX™ Messaging Users: 1340
- B. Core Suite Licenses: 1300 - CCElite, CMS Agents one-X Agents: 400 - CMS Supervisor License: 30 Remote Workers: 30 - IX™ Messaging Users: 1340
- C. Core Suite Licenses: 1300 - CCElite, CMS Agents one-X Agents: 400 - CMS Supervisor License: 40 Remote Workers: 30 - IX™ Messaging Users: 1300
- D. Core Suite Licenses: 1340 - CCElite, CMS Agents one-X Agents: 400 - CMS Supervisor License: 40 Remote Workers: 40 - IX™ Messaging Users: 1340
Answer: C
NEW QUESTION 39
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