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

1. 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

2. A client wants a solution to view live, real-time information, and see the immediate results of their adjustments.
From a migration standpoint, in addition to Avaya Aura® Call Center Elite, which additional application will preserve the customer investment?

A) Avaya Aura® Elite Multichannel
B) Avaya Call Management System
C) Avaya Intelligent Customer Routing
D) Avaya IX™ Workforce Engagement

3. 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) Secure
B) Enterprise
C) Custom
D) ReadyNow

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

5. Avaya Elite Multichannel (EMC) is a Microsoft Windows-based software feature set.
Avaya Elite Multichannel R6.6 integrates with MS Dynamics 365 in which two use cases? (Choose two.)

A) Avaya Elite Multichannel agent desktop (thick client) and Microsoft Dynamics (thick client) embedded together on the agent desktop
B) Avaya Elite Multichannel agent desktop (thick client) with Microsoft Dynamics web client
C) Microsoft Dynamics (thin client) embedded with Avaya Elite Multichannel APIs (channel controls)
D) Microsoft Dynamics (thick client) embedded with Avaya Elite Multichannel APIs (channel controls)

Solutions: