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

1. 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) Avaya one-X® Agent
B) Agent Map
C) Agent Desktop Displays (ADD)
D) Avaya Agent for Desktop (AAfD)

2. 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) 10
B) 5
C) 15
D) 8

3. A customer has inquired about Avaya Callback Assist (CBA) to learn about immediate and scheduled callbacks with Avaya Experience Portal. From a technical and administration standpoint, CBA supports which two environments? (Choose two.)

A) CTI
B) SIP
C) PRI
D) EC500

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

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

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

Solutions: