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NEW QUESTION 31
A customer wants a higher balance efficiency by leveraging their contact center as a strategic resource.
Using one platform and single-user interface, what are three functions that Avaya IX™ Workforce Engagement unifies? (Choose three.)
- A. Quality Monitoring
- B. Enterprise Analytics
- C. Workforce Management
- D. Expert Agent Selection
- E. Customer Feedback
Answer: A,C,E
NEW QUESTION 32
A customer has provided you with the following solution requirements:
* A 360-degree view of the customer journey across touch points and agent interactions
* Leverage the thin client Interface to reduce costs versus downloading and managing thick clients
* No modifications to the Call Center Elite infrastructure
* Enrich and personalize the customer experience by delivering relevant customer information from multiple sources To enhance their call center solution, which application solution would you recommend to the customer?
- A. Avaya Call Management System
- B. Avaya Workspaces® for Elite
- C. Avaya IX™ Workforce Engagement
- D. Avaya Breeze®
Answer: B
NEW QUESTION 33
Application Enablement Services (AES) protocols such as TSAPI, JTAPI, and DMCC, no longer need to be purchased separately with which licensing option?
- A. Advanced License (AL)
- B. Enablement Licensing (EL)
- C. Application Specific Licensing (ASL)
- D. Standard License (SL)
Answer: B
NEW QUESTION 34
Avaya Intelligent Xperiences provides different Avaya OneCloud deliveries.
Which software delivery is multi-tenant and designed for customers that require more standard feature functionality in their UC and CC solutions?
- A. Private
- B. CPaaS
- C. Hybrid
- D. Public
Answer: D
NEW QUESTION 35
Which three statements are true for the Avaya Aura® Call Center Elite ordering process? (Choose three.)
- A. CC-Elite can be ordered as a standalone for a 3rd party PBX.
- B. Call Center Elite includes Business Advocate.
- C. Call Center Elite requires CMS.
- D. Call Center Elite 8.0 goes to market per the Avaya Global Product Distribution policy.
- E. It is sold through Direct and Indirect channels.
Answer: B,D,E
NEW QUESTION 36
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. Advanced Call Vectoring
- B. Business Advocate
- C. Best Service Routing
- D. Expert Agent Selection
Answer: B
NEW QUESTION 37
Avaya Common Servers supported for new orders for Virtual Appliance Deployments of Avaya Aura® 8.1.x applications will be shipped with Dell Gen 10 servers using Intel Skylake processors. There are three (ASP 110, 120 and 130) variants of this Avaya Solutions Platform (ASP) that differ only in the way the software is loaded on the server, because the underlying hardware is the same.
Which two statements are true for the ASP 130? (Choose two.)
- A. Apps are installed, and host managed using vSphere web client or customer-provided vCenter server.
- B. Standard VMware version (non-customized) is used.
- C. Avaya provides tools to install/upgrade the VMware hypervisor.
- D. Remote upgrade of servers is supported, and site visit is not required.
Answer: A,B
NEW QUESTION 38
The Avaya Experience Portal (AEP) is licensed and offered on a per port basis. Which three statements are true for the AEP? (Choose three.)
- A. The Media Resource Control Protocol connection is licensed per port and includes ASR and TTS.
- B. The Media Resource Control Protocol connection is licensed per port, and separately for ASR and TTS.
- C. In AEP 7.2.x, full ports cannot be bundled with speech.
- D. The MRCP connection is free of charge when speech is purchased through Avaya otherwise the customer pays to enable ASR/TTS capabilities.
- E. In AEP 7.2.x, full ports may be bundled with speech.
Answer: B,D,E
NEW QUESTION 39
You are designing a solution for a customer with Avaya IX™ Workforce Engagement and Avaya Contact Recorder (ACR) in their contact center.
When determining the number of DSP's required for agent recording in an all IP environment using DMCC Call Recording, what is the recommended ratio used?
- A. Number of agents X 4 = DSPs
- B. Number of agents X 2 = DSPs
- C. Number of agents X 5 = DSPs
- D. Number of agents X 3 = DSPs
Answer: D
NEW QUESTION 40
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. Avaya IX™ Orchestration
- B. Graphical Designer
- C. Visual Designer
- D. Call Vectoring
Answer: A
NEW QUESTION 41
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. Advanced Call Vectoring
- B. Best Service Routing
- C. Expert Agent Selection
- D. Business Advocate
Answer: B
NEW QUESTION 42
From a migration standpoint, when implementing Avaya Oceana® and Avaya Analytics™, what are three ways that Avaya preserves the customer's Investment? (Choose three.)
- A. By using the benefit of Avaya Call Management System
- B. By using the benefit of Avaya Proactive Contact
- C. By using the benefit of Call Center Elite
- D. By using the benefit of Avaya IX'M Workforce Engagement
- E. By using the benefit of Avaya Aura® Contact Center
Answer: A,C,D
NEW QUESTION 43
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
Answer: B
NEW QUESTION 44
Avaya Survey Assist is a multi-purpose application that allows you to easily create automated voice and SMS surveys. It supports full integration into the Avaya Experience Portal (AEP) and Proactive Outreach Manager (POM) for voice and SMS transactions.
Which two are current deployment options for Avaya Survey Assist? (Choose two.)
- A. Geo-redundancy
- B. Single Box
- C. Cluster Mode
- D. Upgradable Single Box
Answer: B,C
NEW QUESTION 45
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. Advanced Call Vectoring
- B. Best Service Routing
- C. Expert Agent Selection
- D. Business Advocate
Answer: B
NEW QUESTION 46
A customer has inquired about Avaya Callback Assist (CBA) to learn about immediate and scheduled callbacks with Avaya Experience Portal. From a technical and administration standpoint, CBA supports which two environments? (Choose two.)
- A. EC500
- B. PRI
- C. SIP
- D. CTI
Answer: A,C
NEW QUESTION 47
Avaya OneCloud IX,H Contact Center is a true, multi-tenant, complete Contact Center solution that provides a simplified cloud experience for operations and agents. A customer needs skill-based call center routing as part of their solution.
Which two IX™ Contact Center bundles offer this feature? (Choose two.)
- A. Reporting Bundle
- B. Voice Bundle
- C. Advanced Bundle
- D. Basic Bundle
Answer: A,D
NEW QUESTION 48
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