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Avaya 33820X Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Elite Multichannel Integration & Design | 25-30% | - Server and database architecture - Multichannel routing and workflow design - Security and compliance design |
| Implementation & Migration Considerations | 20-25% | - Performance optimization and capacity planning - Interoperability with third-party applications - Migration paths from legacy systems |
| Solution Design Process | 21-25% | - Redundancy and high availability design - Requirements analysis - Scalability and sizing considerations |
| Avaya Aura Call Center Elite & Elite Multichannel Overview | 21-25% | - Supported deployment models - Core architecture and components - Key features and capabilities |
Avaya Aura® Call Center Elite & Elite Multichannel Solution Design Sample Questions:
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. CTI
- B. SIP
- C. Analog
- D. Tl/El
- E. AACC
Correct Answer: A,B,E 🗳️
Application Enablement Services (AES) protocols such as TSAPI, JTAPI, and DMCC, no longer need to be purchased separately with which licensing option?
- A. Enablement Licensing (EL)
- B. Advanced License (AL)
- C. Standard License (SL)
- D. Application Specific Licensing (ASL)
Correct Answer: C 🗳️
A customer wants to use their Contact Center strategically, rather than just as a mechanism to field customer calls. Which three are Workforce Engagement optional add-ons? (Choose three.)
- A. Workforce Management
- B. Desktop and Process Analytics
- C. Customer Feedback
- D. Quality Monitoring
- E. Speech/Voice Analytics
Correct Answer: B,C,E 🗳️
Many organizations are seeking ways to lower the cost of application development, management, maintenance, and updates.
To become agile to changing business conditions and minimize the cost of updates, which fully featured graphical development environment for creating applications, and runs on Avaya Experience Portal, Is available for customers?
- A. Call Vectoring
- B. Visual Designer
- C. Avaya IX™ Orchestration
- D. Graphical Designer
Correct Answer: C 🗳️
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 Proactive Outreach Manager
- B. Avaya Call Management System
- C. Avaya Intelligent Customer Routing
- D. Avaya IX™ Workforce Engagement
Correct Answer: C 🗳️
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