Avaya ACDS-3382 33820X

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Avaya 33820X Exam Syllabus Topics:

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

Question #1
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 is shareable between different adopters.
B. Experience Portal will use the AAMS as a media resource.
C. Pricing is differentiated, so customer will buy AAMS-enabled features unique to each adopter.
D. AAMS provides virtualization, high channel density and no playback announcement limits.
E. AAMS provides Communication Manager IP audio functionality.

Question #2
Which two statements about the enhancements to Elite Multichannel Release 6.6 security are true? (Choose two.)

A. Elite Multichannel 6.6 supports WebLM Release 6.x.
B. All connections to EMC 6.6 Servers use only TLS 1.2 to communicate.
C. Elite Multichannel 6.6 uses SSLv3
D. Support for TLS 1.0 and 1.1 have been dropped from EMC 6.6.

Question #3
A customer wants their callers to have greater control over their interactions when they reach their contact centers. They want their callers to be able to get a callback when the next agent is available, or schedule a callback for a day/time that is most convenient. Callers should also be able to continue to hold. Avaya Callback Assist (CBA) gives a customer control of their interaction with the contact center by providing the customer with the estimated wait time and options.
Avaya Callback Assist (CBA) can be installed in which three different environments based on these business requirements? (Choose three.)

A. Tl/El
B. AACC
C. CTI
D. SIP
E. Analog

Question #4
A Call Center Elite customer is currently running only a voice channel, and does not have either Interaction Center (IC) or Elite Multichannel (EMC). Which product enables them to implement Multichannel?

A. Avaya Oceana®
B. Avaya Workspaces® for Elite
C. Avaya Control Manager
D. Avaya Breeze®

Question #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. Advanced Call Vectoring
D. Best Service Routing

Solutions: