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Avaya 33820X Exam Syllabus Topics:

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

1. Which key Avaya Aura® Call Center Elite Multichannel (EMC) component sends a signal to Avaya Enablement Services (AES) to pass the call control and call event Information to Elite Multichannel applications, such as the EMC Desktop?

A) XML Application
B) XML Server
C) XML Service
D) XML Client

2. 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) Best Service Routing
B) Advanced Call Vectoring
C) Expert Agent Selection
D) Business Advocate

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) Engagement Designer Snap-In
C) Enhanced Call Control Snap-in
D) Context Store Snap-In

4. 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) Best Service Routing
B) Advanced Call Vectoring
C) Expert Agent Selection
D) Business Advocate

5. A customer requires a backup AEP system maintained in a different geographical location, where a manual process will move the licenses from the primary to the backup site.
Which disaster recovery solution would you recommend to this customer using Enterprise Wide Licensing?

A) Active-Active
B) Primary-Backup
C) Primary-Secondary
D) Active-Passive

Solutions: