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

1. Which Cloud Delivery enables partners and customers to integrate a wide range of features, including SIP Trunking, global DID and 800 service, voice notification, messaging, and API workflows?

A) Private Delivery
B) CPaaS Delivery
C) Public Delivery
D) Hybrid

2. With Avaya Proactive Outreach Manager (POM) and Afiniti Enterprise Behavioral Pairing, you can increase agent productivity by using Artificial Intelligence (AI) to choose the best agent available to handle an outbound contact, and support behavior-based past and predicted future behavior for a customer or agent.
Which application supports POM and Afiniti Enterprise Behavioral Pairing?

A) Avaya Intelligent Customer Routing
B) Avaya Aura® Call Center Elite
C) Avaya Aura® Call Center Elite Multichannel
D) Avaya Aura® Session Manager

3. A customer requires a backup AEP system maintained in a different geographical location, where a manual process will move the licenses from the primary to the backup site.
Which disaster recovery solution would you recommend to this customer using Enterprise Wide Licensing?

A) Primary-Secondary
B) Active-Active
C) Primary-Backup
D) Active-Passive

4. A customer wants to use their Contact Center strategically, rather than just as a mechanism to field customer calls. Which three are Workforce Engagement optional add-ons? (Choose three.)

A) Speech/Voice Analytics
B) Quality Monitoring
C) Workforce Management
D) Desktop and Process Analytics
E) Customer Feedback

5. Refer to the exhibit.

Based on the following features and functions:
* Able to choose the best agent available to handle an outbound contact
* Supports behavior-based past and predicted future behavior for customers and agents
* Supports data trending to determine patterns which is refreshed daily
* POM queries It at that moment In time when It decides on the agent handling a given call Which application would you place in the blue box?

A) Afiniti Enterprise Behavioral Pairing
B) Avaya Intelligent Customer Routing
C) Best Service Routing
D) Workspaces for Elite with POM Integration

Solutions: