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Avaya 33820X Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Solution Overview | - Elite and Elite Multichannel positioning - Avaya Aura Call Center architecture overview |
| Core Architecture and Components | - System scalability and redundancy design - Avaya Aura platform components integration - Call routing and ACD fundamentals |
| Call Center Elite Functionality | - Skill-based routing and queue design - Inbound and outbound call handling - Agent and supervisor features |
| Operations and Support | - Best practices for ongoing maintenance - Troubleshooting methodologies - Monitoring and reporting tools |
| Integration and Deployment | - Deployment models and migration strategies - CRM and CTI integration - Third-party system interoperability |
| Elite Multichannel Capabilities | - Customer experience design considerations - Digital engagement and routing strategies - Omnichannel interaction handling (voice, email, chat) |
| Solution Design Considerations | - High availability and disaster recovery design - Capacity planning and performance tuning - Security and compliance considerations |
Avaya Aura® Call Center Elite & Elite Multichannel Solution Design Sample Questions:
1. A customer requires support for a solution that will allow call center supervisors to monitor the activity of groups of agents, and they need to know more about monitoring agents with the Elite Multichannel (EMC) Supervisor Plug-in, which is part of the EMC Desktop.
How any agents do the supervisors have the ability to monitor?
A) 20 or less
B) 10 or less
C) 5 or less
D) 15 or less
2. With the pre-built Virtual Private Clouds (VPCs) of Avaya OneCloud™ ReadyNow, Avaya is providing a robust foundation for enterprise cloud deployments. Each VPC Is built as a dedicated software image of Avaya's market leading Contact Center solutions.
What Is the default VPC hardware and software configuration?
A) Dedicated hardware and shared software
B) Shared hardware and dedicated software
C) Shared hardware and shared software
D) Dedicated hardware and dedicated software
3. Avaya OneCloud - Public Delivery leverages Avaya UC and CC technology and solutions for a seamless transition to the cloud. Which two options are available with Avaya OneCloud - Public Delivery? (Choose two.)
A) IX™ Orchestration
B) IX,H Workplace
C) IX™ Workforce Engagement
D) IX™ Contact Center
4. 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) Basic Bundle
B) Voice Bundle
C) Advanced Bundle
D) Reporting Bundle
5. With the pre-built Virtual Private Clouds (VPCs) of Avaya OneCloud™ ReadyNow, Avaya provides a robust foundation for enterprise cloud deployments. The complete solution requires elements provided by Avaya, a Partner, and/or the customer for a fully functional end-to-end solution.
Which two scenarios are supported In the Avaya OneCloud™ ReadyNow offer? (Choose two.)
A) Analog Trunk Access Connectivity
B) PSTN Network Connectivity
C) CC Solutions with ACCS Connectivity
D) MPLS VPN/Software Defined WAN Connectivity
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: B | Question # 3 Answer: B,D | Question # 4 Answer: A,C | Question # 5 Answer: B,D |
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