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

1. A customer with a large Contact Center needs a self-service landing pad for incoming calls to handle all the requests that don't require agent support, and also provide a means to fairly distribute agent-bound calls among multiple sites by using Avaya Intelligent Customer Routing (ICR).
When there are multiple Communication Manager (CM) systems, what allows ICR to connect to the PSTN and CM with Call Center Elite systems via SIP?

A) Avaya Aura® Media Server
B) Avaya Session Border Controller
C) Avaya Aura® Session Manager
D) Avaya Oceana®

2. An agent license in Avaya Call Management System is consumed for each agent logged in to at least one measured skill. Regardless of the number of skills assigned to an agent, only one CMS agent license Is consumed when an agent logs In to one or more measured skills. Agent licenses are enabled on CC Elite and CMS, and the Elite Agent licenses are for the ACD functionality.
If CMS is reporting on three ACDs with 500 active agents each, how many agents would it be licensed for?

A) 1500
B) 1000
C) 750
D) 500

3. Avaya OneCloud - Public Delivery leverages Avaya UC and CC technology and solutions for a seamless transition to the cloud. Which two options are available with Avaya OneCloud - Public Delivery? (Choose two.)

A) IX,H Workplace
B) IX™ Contact Center
C) IX™ Orchestration
D) IX™ Workforce Engagement

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

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

Solutions: