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| Section | Objectives |
|---|---|
| Operations and Support | - Troubleshooting methodologies - Monitoring and reporting tools - Best practices for ongoing maintenance |
| Elite Multichannel Capabilities | - Customer experience design considerations - Omnichannel interaction handling (voice, email, chat) - Digital engagement and routing strategies |
| Call Center Elite Functionality | - Agent and supervisor features - Inbound and outbound call handling - Skill-based routing and queue design |
| Core Architecture and Components | - System scalability and redundancy design - Call routing and ACD fundamentals - Avaya Aura platform components integration |
| Solution Overview | - Elite and Elite Multichannel positioning - Avaya Aura Call Center architecture overview |
| Integration and Deployment | - CRM and CTI integration - Deployment models and migration strategies - Third-party system interoperability |
| Solution Design Considerations | - Security and compliance considerations - Capacity planning and performance tuning - High availability and disaster recovery design |
Question 1
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. Microsoft Dynamics (thick client) embedded with Avaya Elite Multichannel APIs (channel controls)
B. Avaya Elite Multichannel agent desktop (thick client) with Microsoft Dynamics web client
C. Microsoft Dynamics (thin client) embedded with Avaya Elite Multichannel APIs (channel controls)
D. Avaya Elite Multichannel agent desktop (thick client) and Microsoft Dynamics (thick client) embedded together on the agent desktop
Question 2
You are designing a solution for a customer with Avaya IX™ Workforce Engagement and Avaya Contact Recorder (ACR) in their contact center.
When determining the number of DSP's required for agent recording in an all IP environment using DMCC Call Recording, what is the recommended ratio used?
A. Number of agents X 2 = DSPs
B. Number of agents X 5 = DSPs
C. Number of agents X 3 = DSPs
D. Number of agents X 4 = DSPs
Question 3
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 Label Switching (MPLS) SD-WAN
B. Multiprotocol TX Module (MTM)
C. Multiprotocol Ethernet (ME)
D. Multiprotocol Transmitter Module (MTM)
Question 4
Refer to the exhibit.
This exhibit shows an example of the Call Management System (CMS) and Call Center Elite architecture. A customer wants CMS so It can manage their separate business units, departments, or locations from a single reporting point.
How many Automatic Call Distribution (ACD) queues can a single CMS system report on?
A. 5
B. 10
C. 15
D. 8
Question 5
A Call Center Elite customer is currently running only a voice channel, and does not have either Interaction Center (IC) or Elite Multichannel (EMC). Which product enables them to implement Multichannel?
A. Avaya Breeze®
B. Avaya Workspaces® for Elite
C. Avaya Oceana®
D. Avaya Control Manager
Solutions:
| Question 1 Answer: A,B | Question 2 Answer: C | Question 3 Answer: A | Question 4 Answer: D | Question 5 Answer: C |
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