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

1. 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) Primary-Backup
C) Active-Active
D) Primary-Secondary

2. Avaya Intelligent Xperiences provides different Avaya OneCloud deliveries.
Which software delivery is multi-tenant and designed for customers that require more standard feature functionality in their UC and CC solutions?

A) Private
B) Hybrid
C) CPaaS
D) Public

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) 5 or less
C) 15 or less
D) 20 or less

4. With Avaya Proactive Outreach Manager (POM) and Afiniti Enterprise Behavioral Pairing, you can increase agent productivity by using Artificial Intelligence (AI) to choose the best agent available to handle an outbound contact, and support behavior-based past and predicted future behavior for a customer or agent.
Which application supports POM and Afiniti Enterprise Behavioral Pairing?

A) Avaya Aura® Session Manager
B) Avaya Aura® Call Center Elite Multichannel
C) Avaya Aura® Call Center Elite
D) Avaya Intelligent Customer Routing

5. A customer requires a Call Center feature that will provide the following:
* A routing algorithm to manage agents, call volumes, service levels, and predict call wait time
* As agents become available, select the next contact based on defined business objectives to meet service levels across the enterprise.
To meet these requirements, which Call Center Elite feature would you recommend?

A) Business Advocate
B) Expert Agent Selection
C) Best Service Routing
D) Advanced Call Vectoring

Solutions: