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

1. A customer wants a higher balance efficiency by leveraging their contact center as a strategic resource.
Using one platform and single-user interface, what are three functions that Avaya IX™ Workforce Engagement unifies? (Choose three.)

A) Quality Monitoring
B) Workforce Management
C) Expert Agent Selection
D) Customer Feedback
E) Enterprise Analytics

2. You are designing a solution for a customer with Avaya IX™ Workforce Engagement and Avaya Contact Recorder (ACR) in their contact center.
When determining the number of DSP's required for agent recording in an all IP environment using DMCC Call Recording, what is the recommended ratio used?

A) Number of agents X 3 = DSPs
B) Number of agents X 2 = DSPs
C) Number of agents X 4 = DSPs
D) Number of agents X 5 = DSPs

3. A customer has inquired about Avaya Callback Assist (CBA) to learn about immediate and scheduled callbacks with Avaya Experience Portal. From a technical and administration standpoint, CBA supports which two environments? (Choose two.)

A) SIP
B) EC500
C) CTI
D) PRI

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

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

5. Refer to the exhibit.

This exhibit shows an example of the Call Management System (CMS) and Call Center Elite architecture. A customer wants CMS so It can manage their separate business units, departments, or locations from a single reporting point.
How many Automatic Call Distribution (ACD) queues can a single CMS system report on?

A) 10
B) 5
C) 8
D) 15

Solutions: