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

1. Application Enablement Services (AES) protocols such as TSAPI, JTAPI, and DMCC, no longer need to be purchased separately with which licensing option?

A) Enablement Licensing (EL)
B) Advanced License (AL)
C) Application Specific Licensing (ASL)
D) Standard License (SL)

2. A customer has provided you with the following solution requirements:
* A 360-degree view of the customer journey across touch points and agent interactions
* Leverage the thin client Interface to reduce costs versus downloading and managing thick clients
* No modifications to the Call Center Elite infrastructure
* Enrich and personalize the customer experience by delivering relevant customer information from multiple sources To enhance their call center solution, which application solution would you recommend to the customer?

A) Avaya Call Management System
B) Avaya Workspaces® for Elite
C) Avaya Breeze®
D) Avaya IX™ Workforce Engagement

3. A customer wants to avoid large upfront capital expenses for software licenses with capacities that may or may not be needed.
Which Avaya OneCloud™ ReadyNow offer is the foundation of a rate card model that includes hardware, software usage, installation, operation, and maintenance as a monthly recurring charge?

A) Ready Now Solutions
B) Contact Center Bundles
C) Proof of Concept
D) Virtual Private Clouds

4. 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) Microsoft Dynamics (thin client) embedded with Avaya Elite Multichannel APIs (channel controls)
C) Microsoft Dynamics (thick client) embedded with Avaya Elite Multichannel APIs (channel controls)
D) Avaya Elite Multichannel agent desktop (thick client) with Microsoft Dynamics web client

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

Solutions: