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

1. A customer with a large Contact Center needs a self-service landing pad for incoming calls to handle all the requests that don't require agent support, and also provide a means to fairly distribute agent-bound calls among multiple sites by using Avaya Intelligent Customer Routing (ICR).
When there are multiple Communication Manager (CM) systems, what allows ICR to connect to the PSTN and CM with Call Center Elite systems via SIP?

A) Avaya Aura® Media Server
B) Avaya Session Border Controller
C) Avaya Oceana®
D) Avaya Aura® Session Manager

2. A new customer needs a solution that runs on their existing Avaya Aura® Unified Communication (UC) platform, and provides basic and advanced call center features like Expert Agent Selection and Best Service Routing.
Based on these requirements, which solution would you recommend to the customer?

A) Avaya Aura® Call Center Elite
B) Avaya Proactive Contact
C) Avaya Aura® Elite Multichannel
D) Avaya Intelligent Customer Routing

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) PRI
C) CTI
D) EC500

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

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

Solutions: