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Avaya 33820X Exam Syllabus Topics:

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

1. Application Enablement Services (AES) protocols such as TSAPI, JTAPI, and DMCC, no longer need to be purchased separately with which licensing option?

A) Application Specific Licensing (ASL)
B) Enablement Licensing (EL)
C) Advanced License (AL)
D) Standard License (SL)

2. 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

3. 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 Corporate License
B) Avaya SBCE Standard and Advanced Licenses
C) Avaya SBCE Standard License
D) Avaya SBCE Corporate and Standard Licenses

4. A customer with a large Contact Center needs a self-service landing pad for incoming calls to handle all the requests that don't require agent support, and also provide a means to fairly distribute agent-bound calls among multiple sites by using Avaya Intelligent Customer Routing (ICR).
When there are multiple Communication Manager (CM) systems, what allows ICR to connect to the PSTN and CM with Call Center Elite systems via SIP?

A) Avaya Session Border Controller
B) Avaya Aura® Media Server
C) Avaya Oceana®
D) Avaya Aura® Session Manager

5. An existing customer is interested in an Avaya Aura® suite that is comprised of the following applications:
* Desktop applications
* Call Routing Server
* Multimedia services
* Management applications
Based on these requirements, which solution would you recommend to the customer?

A) Avaya Aura® Elite Multichannel
B) Avaya Control Manager
C) Avaya Aura® Call Center Elite
D) Avaya Proactive Contact

Solutions: