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

1. Which Cloud Delivery enables partners and customers to integrate a wide range of features, including SIP Trunking, global DID and 800 service, voice notification, messaging, and API workflows?

A) CPaaS Delivery
B) Private Delivery
C) Public Delivery
D) Hybrid

2. An agent license in Avaya Call Management System is consumed for each agent logged in to at least one measured skill. Regardless of the number of skills assigned to an agent, only one CMS agent license Is consumed when an agent logs In to one or more measured skills. Agent licenses are enabled on CC Elite and CMS, and the Elite Agent licenses are for the ACD functionality.
If CMS is reporting on three ACDs with 500 active agents each, how many agents would it be licensed for?

A) 1000
B) 500
C) 750
D) 1500

3. 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) Agent Map
C) Avaya Agent for Desktop (AAfD)
D) Avaya one-X® Agent

4. A customer requires a solution that has a broad appeal across all vertical markets, and simplifies the management operations of Avaya-based solutions through a centralized administration platform. This solution will also reduce costs, enhance security and access, all without increasing complexity.
Which application solution would you present to this customer?

A) Avaya Control Manager
B) Avaya Experience Portal
C) Avaya Intelligent Customer Routing
D) Avaya Proactive Outreach Manager

5. 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) Best Service Routing
C) Business Advocate
D) Expert Agent Selection

Solutions: