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Avaya 33810X Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Core Solution Components | 25% | - Multichannel and self-service capabilities - Avaya Aura Media Server and Session Manager integration - Contact Center Manager Server and Console |
| Topic 2: Solution Overview & Architecture | 20% | - Scalability and capacity planning - Avaya Aura Contact Center components - System architecture and deployment models |
| Topic 3: Implementation & Validation | 15% | - Troubleshooting and support design - Deployment planning and best practices - Performance optimization and monitoring |
| Topic 4: Integration & Interoperability | 15% | - Integration with Communication Manager - APIs and scripting interfaces - Third-party application integration |
| Topic 5: Design Requirements & Considerations | 25% | - High availability and redundancy design - Business and functional requirements analysis - Network and security design |
Avaya Aura® Contact Center Solution Design Sample Questions:
A Contact Center manager knows that a modern agent Interface which can deliver all of the relevant customer information, creates a better customer experience.
Which two agent interfaces are supported with AACC Release 7.1? (Choose two)
- A. Avaya IX™ Workplace
- B. Avaya Agent Desktop a
- C. Avaya one-X® Agent Desktop
- D. Avaya IX™ Workspaces
Correct Answer: B,D 🗳️
The Avaya Software Investment Protection Policy (ASIPP) Offer has six codes for three packages with AACC Release 7. ASIPP codes are used to migrate the base system and voice agents from the current system to AACC R7 on Avaya Aura®.
The Agent for Preview and Progressive Outbound Is bundled with which package?
- A. AACC 7 Outbound ASIPP package
- B. AACC 7 Resilience (High Availability) ASIPP package
- C. AACC Multimedia ASIPP package
- D. AACC 7 Base System and Voice ASIPP package
Correct Answer: B 🗳️
Which three attributes describe the right context of a customer journey experience? (Choose three.)
- A. Specific Report focused
- B. Personalized
- C. Intelligent
- D. Single Channel driven
- E. Seamless
Correct Answer: A 🗳️
A design specialist prepares for a customer presentation with a diagram, and needs to understand the differences between Logical and Functional Architecture, What is the purpose of the Logical Architecture Diagram?
- A. It highlights the logical flow within a network, without describing the physical Interconnection, and It Is ideally suited to explaining call/service flows or other Interactions.
- B. It IS a superset diagram which simultaneously portrays an end-state vision, a design ready for Implementation, the components of the bill of materials, and It is used to accelerate the sales cycle.
- C. It depicts the entire network and its functions as Individual nodes, and It Is highly effective In communicating the totality of a particular concept.
- D. As a highly symbolic layered description of a system based upon different actions or processes, it is commonly used as a reference point for discussion given the lack of details.
Correct Answer: C 🗳️
In addition to using open-ended questions, which three questions would a design specialist use when starting with a customer discovery conversation? (Choose three.)
- A. What Is the IVR name?
- B. What are the customer support pain points?
- C. What are the agent performance reporting requirements?
- D. Which system support click-to-call from the web?
- E. What is the percentage of customer support Issues that are resolved In one call?
Correct Answer: A,C,D 🗳️
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