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Avaya 33820X Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Avaya Aura Architecture Overview | - Core platform components
|
| Topic 2: Reporting and Administration | - System administration
|
| Topic 3: Avaya Call Center Elite Fundamentals | - Agent and skill management
|
| Topic 4: Elite Multichannel Solution | - Multichannel contact handling
|
| Topic 5: Integration and Connectivity | - Protocols and interoperability
|
| Topic 6: Solution Design Considerations | - Design principles
|
Avaya Aura® Call Center Elite & Elite Multichannel Solution Design Sample Questions:
1. Avaya Elite Multichannel (EMC) is a Microsoft Windows-based software feature set.
Avaya Elite Multichannel R6.6 integrates with MS Dynamics 365 in which two use cases? (Choose two.)
A) Avaya Elite Multichannel agent desktop (thick client) with Microsoft Dynamics web client
B) Microsoft Dynamics (thin client) embedded with Avaya Elite Multichannel APIs (channel controls)
C) Microsoft Dynamics (thick client) embedded with Avaya Elite Multichannel APIs (channel controls)
D) Avaya Elite Multichannel agent desktop (thick client) and Microsoft Dynamics (thick client) embedded together on the agent desktop
2. 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) Avaya Agent for Desktop (AAfD)
C) Agent Map
D) Agent Desktop Displays (ADD)
3. Avaya Survey Assist is a multi-purpose application that allows you to easily create automated voice and SMS surveys. It supports full integration into the Avaya Experience Portal (AEP) and Proactive Outreach Manager (POM) for voice and SMS transactions.
Which two are current deployment options for Avaya Survey Assist? (Choose two.)
A) Upgradable Single Box
B) Geo-redundancy
C) Single Box
D) Cluster Mode
4. An Elite Multichannel (EMC) Release 6.6 Server enhancement is support for Real-time reporting for how many agents with unicast?
A) 500
B) 700
C) 800
D) 600
5. Which two statements about the enhancements to Elite Multichannel Release 6.6 security are true? (Choose two.)
A) Support for TLS 1.0 and 1.1 have been dropped from EMC 6.6.
B) Elite Multichannel 6.6 uses SSLv3
C) Elite Multichannel 6.6 supports WebLM Release 6.x.
D) All connections to EMC 6.6 Servers use only TLS 1.2 to communicate.
Solutions:
| Question # 1 Answer: A,C | Question # 2 Answer: A,B | Question # 3 Answer: C,D | Question # 4 Answer: A | Question # 5 Answer: A,D |
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