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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) Advanced License (AL)
C) Enablement Licensing (EL)
D) Standard License (SL)

2. Which three statements are true for the Avaya Aura® Call Center Elite ordering process? (Choose three.)

A) It is sold through Direct and Indirect channels.
B) Call Center Elite includes Business Advocate.
C) Call Center Elite 8.0 goes to market per the Avaya Global Product Distribution policy.
D) CC-Elite can be ordered as a standalone for a 3rd party PBX.
E) Call Center Elite requires CMS.

3. 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) Presence Snap-in D)
B) Enhanced Call Control Snap-in
C) Engagement Designer Snap-In
D) Context Store Snap-In

4. Refer to the exhibit.

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) 5
B) 8
C) 10
D) 15

5. A customer has provided you with the following solution requirements:
* A 360-degree view of the customer journey across touch points and agent interactions
* Leverage the thin client Interface to reduce costs versus downloading and managing thick clients
* No modifications to the Call Center Elite infrastructure
* Enrich and personalize the customer experience by delivering relevant customer information from multiple sources To enhance their call center solution, which application solution would you recommend to the customer?

A) Avaya IX™ Workforce Engagement
B) Avaya Call Management System
C) Avaya Breeze®
D) Avaya Workspaces® for Elite

Solutions: