Avaya ACDS-3382 33820X Questions & Answers

• Question 31:

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

  A. Call Center Elite requires CMS.

  B. Call Center Elite 8.0 goes to market per the Avaya Global Product Distribution policy.

  C. CC-Elite can be ordered as a standalone for a 3rd party PBX.

  D. It is sold through Direct and Indirect channels.

  E. Call Center Elite includes Business Advocate.

  Correct Answer: BCE

• Question 32:

  An Avaya customer has ordered an Avaya Call Management System (CMS) Release 19 without a turnkey server, for installation on one of their customer provided VMware vSphere systems.

  The CMS Release 19 turnkey servers are provided by the Avaya Solutions Platform program, with the server fitting which profile?

  A. ASP 110

  B. ASP 100

  C. ASP 120

  D. ASP 130

  Correct Answer: C

• Question 33:

  A customer wants an Avaya Elite Multichannel R6.6 solution with the following deployment options:

  1.

  Single Server

  2.

  Multiple Server-Single VMS

  3.

  Multiple Server-Multiple VMS

  In a Multiple Server-Single VMS Preferred Deployment option, which three are the part of the 3-server solution? (Choose three.)

  A. EMC-IDS

  B. EMC-CORE

  C. EMC-XML

  D. EMC-SQL-DB

  E. EMC-VMS

  Correct Answer: ABD

• Question 34:

  The EMC Desktop loads plug-ins based on the settings in the EMC Desktop's configuration.

  Which plug-in allows agents to monitor the telephone activity of other call center agents or staff members they work closely with, and adds the ability to see the work Item history of an agent?

  A. EMC Plug-In

  B. Supervisor Plug-In

  C. Presence Plug-In

  D. Agent Plug-in

  Correct Answer: B

• Question 35:

  A customer needs to integrate a network of call centers for better load balancing and optimal agent utilization. They also need to monitor the status of the specified resources and adjust call processing. This would enable the system to compare the specified skills, identify the skill that provides best service to a call, and deliver the call to an agent in the skill. If no agents are available in the skill, the call is queued.

  Which Avaya Aura Call Center Elite feature would you recommend to this customer?

  A. Advanced Call Vectoring

  B. Expert Agent Selection

  C. Best Service Routing

  D. Business Advocate

  Correct Answer: C

• Question 36:

  Call Center Elite has the same deployment flexibility as Avaya Aura?Communication Manager (CM). Which two are deployment options for Call Center Elite? (Choose two.)

  A. Multiple Server-Multiple VMS

  B. Multiple Servers with Single VMS

  C. Cloud: Communication Manager with Call Center Elite on Amazon Web Services (AWS)

  D. CM Server Separation

  Correct Answer: CD

• Question 37:

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

  A. To increase first contact resolution

  B. To increase agent retention

  C. To increase self-service usage

  D. To increase digital channel usage

  Correct Answer: A

• Question 38:

  A customer wants an Avaya Breeze?Snap-in that allows business analysts, non-technical resources and developers the ability to write logical business process flows. Which Avaya Breeze Snap-In would you recommend?

  A. Engagement Designer Snap-In

  B. Context Store Snap-In

  C. Presence Snap-in D)

  D. Enhanced Call Control Snap-in

  Correct Answer: A

• Question 39:

  Refer to the exhibit.

  

  The exhibit contains the deployment options for Communication Manager. What is the Virtual Appliance that Pod FX Is transitioning to?

  A. Avaya Server Platform (ASP)

  B. Avaya Application Server (AAS)

  C. Avaya Solutions Platform (ASP)

  D. Avaya Common Platform (ACP)

  Correct Answer: A

• Question 40:

  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 Workspaces for Elite

  B. Avaya Control Manager

  C. Avaya Breeze

  D. Avaya Oceana

  Correct Answer: A