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Advanced examination information

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

2. Avaya Common Servers supported for new orders for Virtual Appliance Deployments of Avaya Aura® 8.1.x applications will be shipped with Dell Gen 10 servers using Intel Skylake processors. There are three (ASP 110, 120 and 130) variants of this Avaya Solutions Platform (ASP) that differ only in the way the software is loaded on the server, because the underlying hardware is the same.
Which two statements are true for the ASP 130? (Choose two.)

A) Apps are installed, and host managed using vSphere web client or customer-provided vCenter server.
B) Avaya provides tools to install/upgrade the VMware hypervisor.
C) Remote upgrade of servers is supported, and site visit is not required.
D) Standard VMware version (non-customized) is used.

3. A customer requires support for a solution that will allow call center supervisors to monitor the activity of groups of agents, and they need to know more about monitoring agents with the Elite Multichannel (EMC) Supervisor Plug-in, which is part of the EMC Desktop.
How any agents do the supervisors have the ability to monitor?

A) 10 or less
B) 15 or less
C) 5 or less
D) 20 or less

4. During your discovery conversation with an existing Call Center Elite customer, they provided the following requirements:
* Increase in agents from 300 to 400
* Agent/Remote Workers 10% of agents
* Increase in CMS Supervisors from 30 to 40
* No increase in 900 Business Users
* Avaya IX™ Messaging (Customer Provided Server)
Which Design Scope would you select for this customer?

A) Core Suite Licenses: 1340 - CCElite, CMS Agents one-X Agents: 400 - CMS Supervisor License: 40 Remote Workers: 40 - IX™ Messaging Users: 1340
B) Core Suite Licenses: 1300 - CCElite, CMS Agents one-X Agents: 400 - CMS Supervisor License: 40 Remote Workers: 30 - IX™ Messaging Users: 1300
C) Core Suite Licenses: 1340 - CCElite, CMS Agents one-X Agents: 400 - CMS Supervisor License: 40 Remote Workers: 30 - IX™ Messaging Users: 1340
D) Core Suite Licenses: 1300 - CCElite, CMS Agents one-X Agents: 400 - CMS Supervisor License: 30 Remote Workers: 30 - IX™ Messaging Users: 1340

5. 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) Single Box
B) Upgradable Single Box
C) Geo-redundancy
D) Cluster Mode

Solutions: