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Avaya 33820X Exam Syllabus Topics:

Avaya Aura® Call Center Elite & Elite Multichannel Solution Design Sample Questions:

1. 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) 10
B) 5
C) 15
D) 8

2. 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) Expert Agent Selection
B) Advanced Call Vectoring
C) Business Advocate
D) Best Service Routing

3. A customer with a large Contact Center needs a self-service landing pad for incoming calls to handle all the requests that don't require agent support, and also provide a means to fairly distribute agent-bound calls among multiple sites by using Avaya Intelligent Customer Routing (ICR).
When there are multiple Communication Manager (CM) systems, what allows ICR to connect to the PSTN and CM with Call Center Elite systems via SIP?

A) Avaya Aura® Media Server
B) Avaya Oceana®
C) Avaya Aura® Session Manager
D) Avaya Session Border Controller

4. Which three statements are true for the Avaya Aura® Call Center Elite ordering process? (Choose three.)

A) Call Center Elite requires CMS.
B) Call Center Elite 8.0 goes to market per the Avaya Global Product Distribution policy.
C) Call Center Elite includes Business Advocate.
D) CC-Elite can be ordered as a standalone for a 3rd party PBX.
E) It is sold through Direct and Indirect channels.

5. 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® Media Server
C) Avaya Aura® Session Border Controller
D) Avaya Aura® Session Manager

Solutions: