Avaya 33820X Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Elite Multichannel Capabilities | - Customer experience design considerations - Omnichannel interaction handling (voice, email, chat) - Digital engagement and routing strategies |
| Topic 2: Solution Overview | - Elite and Elite Multichannel positioning - Avaya Aura Call Center architecture overview |
| Topic 3: Core Architecture and Components | - Avaya Aura platform components integration - Call routing and ACD fundamentals - System scalability and redundancy design |
| Topic 4: Solution Design Considerations | - Capacity planning and performance tuning - High availability and disaster recovery design - Security and compliance considerations |
| Topic 5: Call Center Elite Functionality | - Inbound and outbound call handling - Agent and supervisor features - Skill-based routing and queue design |
| Topic 6: Operations and Support | - Best practices for ongoing maintenance - Troubleshooting methodologies - Monitoring and reporting tools |
| Topic 7: Integration and Deployment | - Third-party system interoperability - Deployment models and migration strategies - CRM and CTI integration |
Avaya Aura® Call Center Elite & Elite Multichannel Solution Design Sample Questions:
1. Contact centers use remote agents to expand the available talent pool, to find agents in affordable places, and to outsource work.
To support a customer's requirement for Remote Agents/Workers, your design scope will include which licensing requirement for Remote Agents/Workers?
A) Avaya SBCE Standard and Advanced Licenses
B) Avaya SBCE Standard License
C) Avaya SBCE Corporate and Standard Licenses
D) Avaya SBCE Corporate License
2. A Contact Center manager wants an application solution that will identify and determine the caller's intent through simple customer conversations using speech and self-service. They also want to serve themselves and eliminate geographic boundaries through true enterprise routing.
Which application solution will meet their requirements?
A) Avaya Intelligent Customer Routing
B) Avaya Proactive Outreach Manager
C) Avaya IX™ Workforce Engagement
D) Avaya Call Management System
3. Avaya IX™ Orchestration is a graphical development tool for creating applications that run on which three Avaya systems? (Choose three.)
A) Voice Portal
B) Avaya Aura® Communication Manager
C) Avaya Aura® Contact Center
D) Avaya Contact Center Select
E) Avaya Experience Portal
4. Application Enablement Services (AES) protocols such as TSAPI, JTAPI, and DMCC, no longer need to be purchased separately with which licensing option?
A) Advanced License (AL)
B) Standard License (SL)
C) Application Specific Licensing (ASL)
D) Enablement Licensing (EL)
5. A customer wants an Avaya Breeze® Snap-in that allows business analysts, non-technical resources and developers the ability to write logical business process flows.
Which Avaya Breeze® Snap-In would you recommend?
A) Engagement Designer Snap-In
B) Enhanced Call Control Snap-in
C) Context Store Snap-In
D) Presence Snap-in D)
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: A | Question # 3 Answer: A,C,E | Question # 4 Answer: B | Question # 5 Answer: A |
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