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Avaya 33820X Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Avaya Aura Call Center Elite & Elite Multichannel Overview | 21-25% | - Key features and capabilities - Core architecture and components - Supported deployment models |
| Solution Design Process | 21-25% | - Scalability and sizing considerations - Requirements analysis - Redundancy and high availability design |
| Elite Multichannel Integration & Design | 25-30% | - Multichannel routing and workflow design - Security and compliance design - Server and database architecture |
| Implementation & Migration Considerations | 20-25% | - Interoperability with third-party applications - Performance optimization and capacity planning - Migration paths from legacy systems |
Avaya Aura® Call Center Elite & Elite Multichannel Solution Design Sample Questions:
Question 1
Application Enablement Services (AES) protocols such as TSAPI, JTAPI, and DMCC, no longer need to be purchased separately with which licensing option?
A. Application Specific Licensing (ASL)
B. Advanced License (AL)
C. Enablement Licensing (EL)
D. Standard License (SL)
Question 2
With the pre-built Virtual Private Clouds (VPCs) of Avaya OneCloud™ ReadyNow, Avaya provides a robust foundation for enterprise cloud deployments. The complete solution requires elements provided by Avaya, a Partner, and/or the customer for a fully functional end-to-end solution.
Which two scenarios are supported In the Avaya OneCloud™ ReadyNow offer? (Choose two.)
A. Analog Trunk Access Connectivity
B. MPLS VPN/Software Defined WAN Connectivity
C. CC Solutions with ACCS Connectivity
D. PSTN Network Connectivity
Question 3
A Call Management System (CMS) Release 19 goes to market per the Avaya Global Product Distribution policy. It is sold through direct and indirect channels. The channel strategy and sales model are not affected by this release.
Which three are CMS Release 19 deployment options with the flexibility to meet the needs of every customer? (Choose three.)
A. Oracle Sun Blade 150
B. Amazon Web Services
C. CMS Virtual Appliance OVA (Customer-provided VMware vSphere Platforms)
D. Avaya Solutions Platform Servers
E. Oracle Fire V880/V890
Question 4
A Contact Center manager wants an application solution that will identify and determine the caller's intent through simple customer conversations using speech and self-service. They also want to serve themselves and eliminate geographic boundaries through true enterprise routing.
Which application solution will meet their requirements?
A. Avaya IX™ Workforce Engagement
B. Avaya Call Management System
C. Avaya Proactive Outreach Manager
D. Avaya Intelligent Customer Routing
Question 5
An Avaya Aura® Call Center Elite customer wants an application solution with the following requirements:
* Synchronizes with a deskphone to share the control of telephony and agent features
* Includes capabilities of integrated video and Instant messaging
* Increases collaboration
* Reduces agent talk time and facilitates first call resolution
To meet these requirements, which two applications would you recommend to be used in conjunction with Call Center Elite? (Choose two.)
A. Agent Map
B. Agent Desktop Displays (ADD)
C. Avaya one-X® Agent
D. Avaya Agent for Desktop (AAfD)
Solutions:
| Question 1 Answer: D | Question 2 Answer: B,D | Question 3 Answer: B,C,D | Question 4 Answer: D | Question 5 Answer: C,D |






