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Avaya 33820X Exam Syllabus Topics:

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

1. Avaya enabled the automated installation of the Avaya OneCloud™ ReadyNow software. With each ReadyNow Solution, Avaya is delivering a pre-built golden image which includes the Avaya Virtual Machine applications or services.
Additionally, which program Is leveraged to automate the implementation of network, firewalls, and security container?

A) Avaya Update Manager
B) Avaya Maestro
C) Capacity Planner
D) vCenter Manager

2. Avaya Elite Multichannel (EMC) is a Microsoft Windows-based software feature set.
Avaya Elite Multichannel R6.6 integrates with MS Dynamics 365 in which two use cases? (Choose two.)

A) Microsoft Dynamics (thin client) embedded with Avaya Elite Multichannel APIs (channel controls)
B) Avaya Elite Multichannel agent desktop (thick client) with Microsoft Dynamics web client
C) Microsoft Dynamics (thick client) embedded with Avaya Elite Multichannel APIs (channel controls)
D) Avaya Elite Multichannel agent desktop (thick client) and Microsoft Dynamics (thick client) embedded together on the agent desktop

3. 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) Tl/El
B) CTI
C) AACC
D) Analog
E) SIP

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

5. A Call Center Elite customer is currently running only a voice channel, and does not have either Interaction Center (IC) or Elite Multichannel (EMC). Which product enables them to implement Multichannel?

A) Avaya Breeze®
B) Avaya Workspaces® for Elite
C) Avaya Control Manager
D) Avaya Oceana®

Solutions: