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Avaya 33820X Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Solution Design Considerations | - Security and compliance considerations - Capacity planning and performance tuning - High availability and disaster recovery design |
| Topic 2: Solution Overview | - Avaya Aura Call Center architecture overview - Elite and Elite Multichannel positioning |
| Topic 3: Elite Multichannel Capabilities | - Omnichannel interaction handling (voice, email, chat) - Customer experience design considerations - Digital engagement and routing strategies |
| Topic 4: Operations and Support | - Best practices for ongoing maintenance - Monitoring and reporting tools - Troubleshooting methodologies |
| Topic 5: Core Architecture and Components | - Call routing and ACD fundamentals - Avaya Aura platform components integration - System scalability and redundancy design |
| Topic 6: Call Center Elite Functionality | - Inbound and outbound call handling - Agent and supervisor features - Skill-based routing and queue design |
| Topic 7: Integration and Deployment | - Third-party system interoperability - CRM and CTI integration - Deployment models and migration strategies |
Avaya Aura® Call Center Elite & Elite Multichannel Solution Design Sample Questions:
1. Avaya Elite Multichannel (EMC) Release 6.6 supports which three platforms? (Choose three.)
A) Microsoft.NET Framework R4.7.2
B) MS SQL 2016
C) MS Windows Server 2012
D) MS Windows Server 2016
E) MS SQL 2017
2. Refer to the exhibit.
Based on the following features and functions:
* Able to choose the best agent available to handle an outbound contact
* Supports behavior-based past and predicted future behavior for customers and agents
* Supports data trending to determine patterns which is refreshed daily
* POM queries It at that moment In time when It decides on the agent handling a given call Which application would you place in the blue box?
A) Afiniti Enterprise Behavioral Pairing
B) Best Service Routing
C) Avaya Intelligent Customer Routing
D) Workspaces for Elite with POM Integration
3. A customer wants a higher balance efficiency by leveraging their contact center as a strategic resource.
Using one platform and single-user interface, what are three functions that Avaya IX™ Workforce Engagement unifies? (Choose three.)
A) Customer Feedback
B) Enterprise Analytics
C) Workforce Management
D) Expert Agent Selection
E) Quality Monitoring
4. Avaya OneCloud - Private Delivery provides a single-tenant dedicated software instance designed for large enterprise customers requiring higher feature sets, more control, customization, and higher security options.
Which Private Delivery option uses pre-defined data centers with an automated reference architecture to deliver a standard set of UC and CC solutions?
A) ReadyNow
B) Custom
C) Enterprise
D) Secure
5. 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.
Solutions:
| Question # 1 Answer: A,D,E | Question # 2 Answer: A | Question # 3 Answer: A,C,E | Question # 4 Answer: A | Question # 5 Answer: A,D |

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