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Avaya 33820X Exam Syllabus Topics:

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

1. 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) Speech/Voice Analytics
B) Desktop and Process Analytics
C) Quality Monitoring
D) Customer Feedback
E) Workforce Management

2. 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 Application
B) XML Client
C) XML Server
D) XML Service

3. 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 Storage Box
B) Managed Private or Hybrid Networks
C) Cloud Contact Center with AACC
D) Subscription-based payments

4. Refer to the exhibit.

The exhibit shows a basic Avaya Oceana® setup with Call Center Elite, showing a complete multi-touch solution with Call Center Elite serving customers via voice, and Oceana supporting email, chat, SMS, co-browsing and more.
In the box with the question mark (?), which Avaya Aura® component is required to complete this illustration?

A) Avaya Experience Portal
B) Avaya Aura® Communication Manager
C) Avaya Aura® Application Enablement Services
D) Avaya Aura® Call Center Elite Multichannel

5. A customer requires a backup AEP system maintained in a different geographical location, where a manual process will move the licenses from the primary to the backup site.
Which disaster recovery solution would you recommend to this customer using Enterprise Wide Licensing?

A) Active-Passive
B) Active-Active
C) Primary-Backup
D) Primary-Secondary

Solutions: