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

1. Which three statements are true for the Avaya Aura® Call Center Elite ordering process? (Choose three.)

A) Call Center Elite includes Business Advocate.
B) It is sold through Direct and Indirect channels.
C) Call Center Elite 8.0 goes to market per the Avaya Global Product Distribution policy.
D) Call Center Elite requires CMS.
E) CC-Elite can be ordered as a standalone for a 3rd party PBX.

2. With the pre-built Virtual Private Clouds (VPCs) of Avaya OneCloud™ ReadyNow, Avaya is providing a robust foundation for enterprise cloud deployments. Each VPC Is built as a dedicated software image of Avaya's market leading Contact Center solutions.
What Is the default VPC hardware and software configuration?

A) Dedicated hardware and shared software
B) Shared hardware and shared software
C) Dedicated hardware and dedicated software
D) Shared hardware and dedicated software

3. Refer to the exhibit.

The exhibit shows a basic Avaya Oceana® setup with Call Center Elite, showing a complete multi-touch solution with Call Center Elite serving customers via voice, and Oceana supporting email, chat, SMS, co-browsing and more.
In the box with the question mark (?), which Avaya Aura® component is required to complete this illustration?

A) Avaya Aura® Communication Manager
B) Avaya Aura® Application Enablement Services
C) Avaya Aura® Call Center Elite Multichannel
D) Avaya Experience Portal

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

5. An existing customer is interested in an Avaya Aura® suite that is comprised of the following applications:
* Desktop applications
* Call Routing Server
* Multimedia services
* Management applications
Based on these requirements, which solution would you recommend to the customer?

A) Avaya Aura® Call Center Elite
B) Avaya Aura® Elite Multichannel
C) Avaya Control Manager
D) Avaya Proactive Contact

Solutions: