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Avaya 33820X Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Avaya Aura Call Center Elite & Elite Multichannel Overview | 21-25% | - Supported deployment models - Core architecture and components - Key features and capabilities |
| Elite Multichannel Integration & Design | 25-30% | - Multichannel routing and workflow design - Server and database architecture - Security and compliance design |
| Implementation & Migration Considerations | 20-25% | - Performance optimization and capacity planning - Interoperability with third-party applications - Migration paths from legacy systems |
| Solution Design Process | 21-25% | - Redundancy and high availability design - Scalability and sizing considerations - Requirements analysis |
Avaya Aura® Call Center Elite & Elite Multichannel Solution Design Sample Questions:
Question 1
An Avaya Aura® Call Center Elite customer wants an application solution with the following requirements:
* Synchronizes with a deskphone to share the control of telephony and agent features
* Includes capabilities of integrated video and Instant messaging
* Increases collaboration
* Reduces agent talk time and facilitates first call resolution
To meet these requirements, which two applications would you recommend to be used in conjunction with Call Center Elite? (Choose two.)
A. Agent Desktop Displays (ADD)
B. Avaya one-X® Agent
C. Agent Map
D. Avaya Agent for Desktop (AAfD)
Question 2
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 IX™ Workforce Engagement
B. Avaya Breeze®
C. Avaya Workspaces® for Elite
D. Avaya Call Management System
Question 3
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. Advanced Bundle
C. Voice Bundle
D. Basic Bundle
Question 4
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. Managed Private or Hybrid Networks
B. Cloud Contact Center with AACC
C. Cloud Storage Box
D. Subscription-based payments
Question 5
Call Center Elite Release 8.x continues to support SIP end-to-end deployments, and is aimed at supporting Avaya Aura® enhancements.
To support large capacity SIP call centers, what Is the number of concurrently logged in ACD SIP agents supported In Call Center Elite Release 8.x?
A. 5000
B. 12,000
C. 10,000
D. 15,000
Solutions:
| Question 1 Answer: B,D | Question 2 Answer: C | Question 3 Answer: B,D | Question 4 Answer: A,D | Question 5 Answer: C |
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