33820X Online Practice Questions and Answers

Refer to the exhibit.

Based on the following features and functions:

1.

Able to choose the best agent available to handle an outbound contact

2.

Supports behavior-based past and predicted future behavior for customers and agents

3.

Supports data trending to determine patterns which is refreshed daily

4.

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. Avaya Intelligent Customer Routing

B. Workspaces for Elite with POM Integration

C. Best Service Routing

D. Afiniti Enterprise Behavioral Pairing

A customer wants to use the Avaya Aura?Media Server (AAMS) because of its advanced multimedia processing features. Which three statements are true for the AAMS? (Choose three.)

A. AAMS provides Communication Manager IP audio functionality.

B. Pricing is differentiated, so customer will buy AAMS-enabled features unique to each adopter.

C. AAMS is shareable between different adopters.

D. AAMS provides virtualization, high channel density and no playback announcement limits.

E. Experience Portal will use the AAMS as a media resource.

You are designing a solution for a customer with Avaya IXTM Workforce Engagement and Avaya Contact Recorder (ACR) in their contact center.

When determining the number of DSP's required for agent recording in an all IP environment using DMCC Call Recording, what is the recommended ratio used?

A. Number of agents X 5 = DSPs

B. Number of agents X 4 = DSPs

C. Number of agents X 3 = DSPs

D. Number of agents X 2 = DSPs

Call Center Elite has the same deployment flexibility as Avaya Aura?Communication Manager (CM). Which two are deployment options for Call Center Elite? (Choose two.)

A. Multiple Server-Multiple VMS

B. Multiple Servers with Single VMS

C. Cloud: Communication Manager with Call Center Elite on Amazon Web Services (AWS)

D. CM Server Separation

Based on customer feedback, what was the top priority in 2019 for Contact Center organizations?

A. To increase first contact resolution

B. To increase agent retention

C. To increase self-service usage

D. To increase digital channel usage

From a migration standpoint, when implementing Avaya Oceana?and Avaya AnalyticsTM, what are three ways that Avaya preserves the customer's Investment? (Choose three.)

A. By using the benefit of Avaya IX'M Workforce Engagement

B. By using the benefit of Call Center Elite

C. By using the benefit of Avaya Call Management System

D. By using the benefit of Avaya Proactive Contact

E. By using the benefit of Avaya Aura?Contact Center

Refer to the exhibit.

This high-level diagram shows what a customer's infrastructure might look like with their migration to Avaya OneCloudTM ReadyNow.

With the information in the exhibit, which routing technique would you place in the box with the question mark, to provide connectivity for application support?

A. Multiprotocol TX Module (MTM)

B. Multiprotocol Transmitter Module (MTM)

C. Multiprotocol Label Switching (MPLS) SD-WAN

D. Multiprotocol Ethernet (ME)

An Elite Multichannel (EMC) Release 6.6 Server enhancement is support for Real-time reporting for how many agents with unicast?

A. 500

B. 600

C. 700

D. 800

The Cloud Operations team is dedicated to Avaya OneCloud ReadyNow, and handles the service performance MACDs, reporting, billing, ordering, etc., as Avaya grows the Avaya OneCloud"" ReadyNow global presence.

This team delivers best-in-class ITIL Customer Service aligned with the standard configurations enabled via which offer?

A. Proof of Concept

B. Contact Center Bundles

C. Virtual Private Clouds

D. Ready Now Solutions

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. 15

B. 10

C. 8

D. 5