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Avaya 33820X Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Solution Design Process | 21-25% | - Requirements analysis - Redundancy and high availability design - Scalability and sizing considerations |
| Avaya Aura Call Center Elite & Elite Multichannel Overview | 21-25% | - Core architecture and components - Key features and capabilities - Supported deployment models |
| Elite Multichannel Integration & Design | 25-30% | - Security and compliance design - Multichannel routing and workflow design - Server and database architecture |
| Implementation & Migration Considerations | 20-25% | - Interoperability with third-party applications - Migration paths from legacy systems - Performance optimization and capacity planning |
Avaya Aura® Call Center Elite & Elite Multichannel Solution Design Sample Questions:
Avaya enabled the automated installation of the Avaya OneCloud™ ReadyNow software. With each ReadyNow Solution, Avaya is delivering a pre-built golden image which includes the Avaya Virtual Machine applications or services.
Additionally, which program Is leveraged to automate the implementation of network, firewalls, and security container?
- A. vCenter Manager
- B. Avaya Maestro
- C. Capacity Planner
- D. Avaya Update Manager
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
A customer needs to integrate a network of call centers for better load balancing and optimal agent utilization. They also need to monitor the status of the specified resources and adjust call processing. This would enable the system to compare the specified skills, identify the skill that provides best service to a call, and deliver the call to an agent in the skill. If no agents are available in the skill, the call is queued.
Which Avaya Aura® Call Center Elite feature would you recommend to this customer?
- A. Advanced Call Vectoring
- B. Expert Agent Selection
- C. Business Advocate
- D. Best Service Routing
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)
Avaya OneCloud IX,H Contact Center is a true, multi-tenant, complete Contact Center solution that provides a simplified cloud experience for operations and agents. A customer needs skill-based call center routing as part of their solution.
Which two IX™ Contact Center bundles offer this feature? (Choose two.)
- A. Reporting Bundle
- B. Basic Bundle
- C. Advanced Bundle
- D. Voice Bundle
