Avaya ACDS-3382 33820X Questions & Answers

• Question 11:

  Refer to the exhibit.

  [Missing the exhibit]

  A customer wants Avaya Experience Portal as a software platform for supporting omnichannel automation

  applications, so they can create sophisticated voice and speech applications.

  Which component shown in the exhibit is responsible for launching applications?

  A. IXTM Orchestration

  B. Application Servers

  C. Media Processing Platform

  D. Experience Portal Manager

  Correct Answer: C

• Question 12:

  A customer with a large Contact Center needs a self-service landing pad for incoming calls to handle all the requests that don't require agent support, and also provide a means to fairly distribute agent-bound calls among multiple sites by using Avaya Intelligent Customer Routing (ICR).

  When there are multiple Communication Manager (CM) systems, what allows ICR to connect to the PSTN and CM with Call Center Elite systems via SIP?

  A. Avaya Aura Session Manager

  B. Avaya Session Border Controller

  C. Avaya Oceana

  D. Avaya Aura Media Server

  Correct Answer: A

• Question 13:

  A customer has provided you with the following solution requirements:

  1.

  A 360-degree view of the customer journey across touch points and agent interactions

  2.

  Leverage the thin client Interface to reduce costs versus downloading and managing thick clients

  3.

  No modifications to the Call Center Elite infrastructure

  4.

  Enrich and personalize the customer experience by delivering relevant customer information from multiple sources

  To enhance their call center solution, which application solution would you recommend to the customer?

  A. Avaya IXTM Workforce Engagement

  B. Avaya Call Management System

  C. Avaya Workspaces?for Elite

  D. Avaya Breeze?

  Correct Answer: C

• Question 14:

  A customer requires a Call Center feature that will provide the following:

  1.

  A routing algorithm to manage agents, call volumes, service levels, and predict call wait time

  2.

  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. Advanced Call Vectoring

  B. Business Advocate

  C. Best Service Routing

  D. Expert Agent Selection

  Correct Answer: C

• Question 15:

  A customer wants their callers to have greater control over their interactions when they reach their contact centers. They want their callers to be able to get a callback when the next agent is available, or schedule a callback for a day/time that is most convenient. Callers should also be able to continue to hold. Avaya Callback Assist (CBA) gives a customer control of their interaction with the contact center by providing the customer with the estimated wait time and options.

  Avaya Callback Assist (CBA) can be installed in which three different environments based on these business requirements? (Choose three.)

  A. Tl/El

  B. Analog

  C. SIP

  D. AACC

  E. CTI

  Correct Answer: ADE

• Question 16:

  An Elite Multichannel (EMC) Release 6.6 Server enhancement is support for Real-time reporting for how many agents with unicast?

  A. 500

  B. 600

  C. 700

  D. 800

  Correct Answer: A

  https://downloads.avaya.com/css/P8/documents/101056329#:~:text=EMC%206.6%20supp orts%20real% 2Dtime%20reporting%20for%20500%20agents%20with%20unicast.

• Question 17:

  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 Application Enablement Services

  B. Avaya Aura Communication Manager

  C. Avaya Aura Call Center Elite Multichannel

  D. Avaya Experience Portal

  Correct Answer: D

• Question 18:

  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. Amazon Web Services

  B. Oracle Sun Blade 150

  C. CMS Virtual Appliance OVA (Customer-provided VMware vSphere Platforms)

  D. Oracle Fire V880/V890

  E. Avaya Solutions Platform Servers

  Correct Answer: ACD

• Question 19:

  An existing customer is interested in an Avaya Aura?suite that is comprised of the following applications:

  1.

  Desktop applications

  2.

  Call Routing Server

  3.

  Multimedia services

  4.

  Management applications

  Based on these requirements, which solution would you recommend to the customer?

  A. Avaya Proactive Contact

  B. Avaya Aura?Elite Multichannel

  C. Avaya Aura?Call Center Elite

  D. Avaya Control Manager

  Correct Answer: A

• Question 20:

  Avaya Survey Assist is a multi-purpose application that allows you to easily create automated voice and SMS surveys. It supports full integration into the Avaya Experience Portal (AEP) and Proactive Outreach Manager (POM) for voice and SMS transactions.

  Which two are current deployment options for Avaya Survey Assist? (Choose two.)

  A. Upgradable Single Box

  B. Cluster Mode

  C. Geo-redundancy

  D. Single Box

  Correct Answer: AC