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

1. A customer requires support for a solution that will allow call center supervisors to monitor the activity of groups of agents, and they need to know more about monitoring agents with the Elite Multichannel (EMC) Supervisor Plug-in, which is part of the EMC Desktop.
How any agents do the supervisors have the ability to monitor?

A) 20 or less
B) 10 or less
C) 15 or less
D) 5 or less

2. Based on customer feedback, what was the top priority in 2019 for Contact Center organizations?

A) To increase first contact resolution
B) To increase digital channel usage
C) To increase self-service usage
D) To increase agent retention

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

4. 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 Media Resource Control Protocol connection is licensed per port, and separately for ASR and TTS.
C) The MRCP connection is free of charge when speech is purchased through Avaya otherwise the customer pays to enable ASR/TTS capabilities.
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 includes ASR and TTS.

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

Solutions: