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Avaya 33820X Exam Syllabus Topics:

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

1. 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) Public
D) Hybrid

2. 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

3. 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) Customer Feedback
B) Expert Agent Selection
C) Quality Monitoring
D) Workforce Management
E) Enterprise Analytics

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

5. 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) Advanced License (AL)
C) Enablement Licensing (EL)
D) Application Specific Licensing (ASL)

Solutions: