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Avaya 33820X Exam Syllabus Topics:

SectionObjectives
Avaya Aura Architecture Overview- Call center infrastructure design
  • 1. High-level architecture for Elite solutions
    • 2. Scalability and redundancy considerations
      - Core platform components
      • 1. Session Manager and System Manager roles
        • 2. Avaya Aura Communication Manager overview
          Integration and Connectivity- Protocols and interoperability
          • 1. SIP-based integration concepts
            - System integration
            • 1. AES (Application Enablement Services) usage
              • 2. CTI integration and CRM connectivity
                Solution Design Considerations- Implementation strategy
                • 1. Deployment models and migration planning
                  - Design principles
                  • 1. Performance and capacity considerations
                    • 2. Availability, scalability, and resilience planning
                      Avaya Call Center Elite Fundamentals- Agent and skill management
                      • 1. Agent login, skills assignment, and queues
                        - Routing and call distribution
                        • 1. VDN, vectoring, and skills-based routing
                          • 2. Call flow design principles
                            Elite Multichannel Solution- Multichannel contact handling
                            • 1. Unified queue management
                              • 2. Email and chat integration design
                                - Customer interaction workflows
                                • 1. Routing strategies for non-voice interactions
                                  Reporting and Administration- Contact center reporting
                                  • 1. Real-time and historical reporting concepts
                                    - System administration
                                    • 1. Configuration and monitoring basics

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

                                      1. You have designed a reference solution that includes the Avaya G450 Media, which is targeted for mid-to-large sized branch offices, medium sized standalone businesses, or small campus environments.
                                      The robust TDM capabilities for scalability and deployment flexibility Includes 192 analog or digital (DCP) ports, up to 8 Tl/E1s up to 10,000 Busy Hour Call Completions, and how much DSP channel capacity?

                                      A) 160
                                      B) 80
                                      C) 320
                                      D) 20


                                      2. Avaya Aura® and Call Center Elite together help reduce the total cost of ownership (TCO) with centralization and consolidation.
                                      Avaya's open architecture provides feature and investment options for any enterprise, and customers can choose from which two options? (Choose two.)

                                      A) Cloud Contact Center with AACC
                                      B) Subscription-based payments
                                      C) Cloud Storage Box
                                      D) Managed Private or Hybrid Networks


                                      3. A customer needs to integrate a network of call centers for better load balancing and optimal agent utilization. They also need to monitor the status of the specified resources and adjust call processing. This would enable the system to compare the specified skills, identify the skill that provides best service to a call, and deliver the call to an agent in the skill. If no agents are available in the skill, the call is queued.
                                      Which Avaya Aura® Call Center Elite feature would you recommend to this customer?

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


                                      4. A customer requires a backup AEP system maintained in a different geographical location, where a manual process will move the licenses from the primary to the backup site.
                                      Which disaster recovery solution would you recommend to this customer using Enterprise Wide Licensing?

                                      A) Primary-Secondary
                                      B) Active-Passive
                                      C) Primary-Backup
                                      D) Active-Active


                                      5. Contact centers use remote agents to expand the available talent pool, to find agents in affordable places, and to outsource work.
                                      To support a customer's requirement for Remote Agents/Workers, your design scope will include which licensing requirement for Remote Agents/Workers?

                                      A) Avaya SBCE Corporate and Standard Licenses
                                      B) Avaya SBCE Standard and Advanced Licenses
                                      C) Avaya SBCE Corporate License
                                      D) Avaya SBCE Standard License


                                      Solutions:

                                      Question # 1
                                      Answer: C
                                      Question # 2
                                      Answer: B,D
                                      Question # 3
                                      Answer: A
                                      Question # 4
                                      Answer: B
                                      Question # 5
                                      Answer: B

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