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Avaya 33820X Exam Syllabus Topics:

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

Question 1

Refer to the exhibit.

Based on the following features and functions:
* Able to choose the best agent available to handle an outbound contact
* Supports behavior-based past and predicted future behavior for customers and agents
* Supports data trending to determine patterns which is refreshed daily
* POM queries It at that moment In time when It decides on the agent handling a given call Which application would you place in the blue box?

A. Best Service Routing
B. Avaya Intelligent Customer Routing
C. Workspaces for Elite with POM Integration
D. Afiniti Enterprise Behavioral Pairing

Question 2

You have designed a reference solution that includes the Avaya G450 Media, which is targeted for mid-to-large sized branch offices, medium sized standalone businesses, or small campus environments.
The robust TDM capabilities for scalability and deployment flexibility Includes 192 analog or digital (DCP) ports, up to 8 Tl/E1s up to 10,000 Busy Hour Call Completions, and how much DSP channel capacity?

A. 160
B. 80
C. 320
D. 20

Question 3

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

A. To increase digital channel usage
B. To increase first contact resolution
C. To increase self-service usage
D. To increase agent retention

Question 4

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. Dedicated hardware and dedicated software
D. Shared hardware and shared software

Question 5

Refer to the exhibit.

The exhibit shows a basic Avaya Oceana® setup with Call Center Elite, showing a complete multi-touch solution with Call Center Elite serving customers via voice, and Oceana supporting email, chat, SMS, co-browsing and more.
In the box with the question mark (?), which Avaya Aura® component is required to complete this illustration?

A. Avaya Experience Portal
B. Avaya Aura® Call Center Elite Multichannel
C. Avaya Aura® Communication Manager
D. Avaya Aura® Application Enablement Services

Solutions: