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Avaya 33820X Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Avaya Aura Call Center Elite & Elite Multichannel Overview | 21-25% | - Supported deployment models - Key features and capabilities - Core architecture and components |
| Solution Design Process | 21-25% | - Scalability and sizing considerations - Requirements analysis - Redundancy and high availability design |
| Implementation & Migration Considerations | 20-25% | - Performance optimization and capacity planning - Interoperability with third-party applications - Migration paths from legacy systems |
| Elite Multichannel Integration & Design | 25-30% | - Security and compliance design - Server and database architecture - Multichannel routing and workflow design |
Avaya Aura® Call Center Elite & Elite Multichannel Solution Design Sample Questions:
Avaya Elite Multichannel (EMC) Release 6.6 supports which three platforms? (Choose three.)
- A. MS SQL 2017
- B. MS SQL 2016
- C. MS Windows Server 2012
- D. MS Windows Server 2016
- E. Microsoft.NET Framework R4.7.2
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 digital channel usage
- D. To increase self-service usage
An Avaya customer has ordered an Avaya Call Management System (CMS) Release 19 without a turnkey server, for installation on one of their customer provided VMware vSphere systems.
The CMS Release 19 turnkey servers are provided by the Avaya Solutions Platform program, with the server fitting which profile?
- A. ASP 120
- B. ASP 110
- C. ASP 130
- D. ASP 100
Contact centers use remote agents to expand the available talent pool, to find agents in affordable places, and to outsource work.
To support a customer's requirement for Remote Agents/Workers, your design scope will include which licensing requirement for Remote Agents/Workers?
- A. Avaya SBCE Corporate License
- B. Avaya SBCE Standard License
- C. Avaya SBCE Corporate and Standard Licenses
- D. Avaya SBCE Standard and Advanced Licenses
A Contact Center manager wants an application solution that will identify and determine the caller's intent through simple customer conversations using speech and self-service. They also want to serve themselves and eliminate geographic boundaries through true enterprise routing.
Which application solution will meet their requirements?
- A. Avaya IX™ Workforce Engagement
- B. Avaya Call Management System
- C. Avaya Proactive Outreach Manager
- D. Avaya Intelligent Customer Routing
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