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  • Exam Name: Avaya Aura Call Center Elite & Elite Multichannel Solution Design Exam
  • Last Update: 18-May-2024
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33820X Questions and Answers

Question # 1

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 Workspaces® for Elite

B.

Avaya Control Manager

C.

Avaya Breeze®

D.

Avaya Oceana®

Question # 2

Based on customer feedback, what was the top priority in 2019 for Contact Center organizations?

A.

To increase first contact resolution

B.

To increase agent retention

C.

To increase self-service usage

D.

To increase digital channel usage

Question # 3

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 MRCP connection is free of charge when speech is purchased through Avaya otherwise the customer pays to enable ASR/TTS capabilities.

B.

In AEP 7.2.x, full ports cannot be bundled with speech.

C.

The Media Resource Control Protocol connection is licensed per port and includes ASR and TTS.

D.

In AEP 7.2.x, full ports may be bundled with speech.

E.

The Media Resource Control Protocol connection is licensed per port, and separately for ASR and TTS.

Question # 4

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

Question # 5

Refer to the exhibit.

33820X question answer

This exhibit shows an example of the Call Management System (CMS) and Call Center Elite architecture. A customer wants CMS so It can manage their separate business units, departments, or locations from a single reporting point.

How many Automatic Call Distribution (ACD) queues can a single CMS system report on?

A.

15

B.

10

C.

8

D.

5

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