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

1. During your discovery conversation with an existing Call Center Elite customer, they provided the following requirements:
* Increase in agents from 300 to 400
* Agent/Remote Workers 10% of agents
* Increase in CMS Supervisors from 30 to 40
* No increase in 900 Business Users
* Avaya IX™ Messaging (Customer Provided Server)
Which Design Scope would you select for this customer?

A) Core Suite Licenses: 1340 - CCElite, CMS Agents one-X Agents: 400 - CMS Supervisor License: 40 Remote Workers: 40 - IX™ Messaging Users: 1340
B) Core Suite Licenses: 1300 - CCElite, CMS Agents one-X Agents: 400 - CMS Supervisor License: 30 Remote Workers: 30 - IX™ Messaging Users: 1340
C) Core Suite Licenses: 1340 - CCElite, CMS Agents one-X Agents: 400 - CMS Supervisor License: 40 Remote Workers: 30 - IX™ Messaging Users: 1340
D) Core Suite Licenses: 1300 - CCElite, CMS Agents one-X Agents: 400 - CMS Supervisor License: 40 Remote Workers: 30 - IX™ Messaging Users: 1300

2. Refer to the exhibit.

This high-level diagram shows what a customer's infrastructure might look like with their migration to Avaya OneCloud™ ReadyNow.
With the information in the exhibit, which routing technique would you place in the box with the question mark, to provide connectivity for application support?

A) Multiprotocol Transmitter Module (MTM)
B) Multiprotocol Label Switching (MPLS) SD-WAN
C) Multiprotocol Ethernet (ME)
D) Multiprotocol TX Module (MTM)

3. The Avaya Experience Portal (AEP) is licensed and offered on a per port basis. Which three statements are true for the AEP? (Choose three.)

A) In AEP 7.2.x, full ports may be bundled with speech.
B) The MRCP connection is free of charge when speech is purchased through Avaya otherwise the customer pays to enable ASR/TTS capabilities.
C) The Media Resource Control Protocol connection is licensed per port and includes ASR and TTS.
D) In AEP 7.2.x, full ports cannot be bundled with speech.
E) The Media Resource Control Protocol connection is licensed per port, and separately for ASR and TTS.

4. Refer to the exhibit.

Based on the following features and functions:
* Able to choose the best agent available to handle an outbound contact
* Supports behavior-based past and predicted future behavior for customers and agents
* Supports data trending to determine patterns which is refreshed daily
* POM queries It at that moment In time when It decides on the agent handling a given call Which application would you place in the blue box?

A) Workspaces for Elite with POM Integration
B) Best Service Routing
C) Avaya Intelligent Customer Routing
D) Afiniti Enterprise Behavioral Pairing

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

Solutions: