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

1. A customer requires a solution that has a broad appeal across all vertical markets, and simplifies the management operations of Avaya-based solutions through a centralized administration platform. This solution will also reduce costs, enhance security and access, all without increasing complexity.
Which application solution would you present to this customer?

A) Avaya Control Manager
B) Avaya Experience Portal
C) Avaya Intelligent Customer Routing
D) Avaya Proactive Outreach Manager

2. 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) Best Service Routing
C) Expert Agent Selection
D) Business Advocate

3. Workspaces for Elite with POM Integration can Increase agent productivity by providing a unified desktop for agents to handle all inbound and outbound voice tasks, and which three types of calls? (Choose three.)

A) Proficient
B) Preview
C) Performance
D) Progressive
E) Predictive

4. 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-Passive
B) Active-Active
C) Primary-Secondary
D) Primary-Backup

5. 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)

Solutions: