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Avaya 33810X Exam Syllabus Topics:

SectionObjectives
Topic 1: System Integration- CRM and third-party systems
  • 1. CTI integration concepts
    • 2. Data exchange and middleware considerations
      - Telephony and SIP integration
      • 1. Integration with Avaya Communication Manager
        • 2. SIP trunking and signaling basics
          Topic 2: Contact Center Architecture Overview- Avaya Aura Contact Center components
          • 1. Core platform architecture and modules
            • 2. Integration with Avaya Aura ecosystem
              - Deployment models
              • 1. Scalability and high availability concepts
                • 2. On-premises deployment considerations
                  Topic 3: Operations and Maintenance- Troubleshooting and optimization
                  • 1. System tuning and optimization techniques
                    • 2. Common failure scenarios
                      - Monitoring and reporting
                      • 1. Contact center performance metrics
                        • 2. Reporting tools and dashboards
                          Topic 4: Solution Design Requirements- Business requirement analysis
                          • 1. Contact center functional requirements mapping
                            • 2. Non-functional requirements (performance, resiliency)
                              - Design considerations
                              • 1. Multichannel contact handling (voice, email, chat)
                                • 2. Routing strategies and call flow design

                                  Avaya Aura® Contact Center Solution Design Sample Questions:

                                  The IT manager wants a powerful tool that can adapt and modify the contact flow in AACC-Which tool is used to change the contact flow in AACC?

                                  • A. Contact Center Orchestration Designer
                                  • B. Contact Center Server Utility
                                  • C. Contact Center Manager Administrator
                                  • D. Contact Center Manager Multimedia Administrator
                                  Reveal Solution  Discussion  0

                                  Correct Answer: D  🗳️

                                  An IT manager wants Avaya Breeze® because it provides a virtuallzed and secure application platform for Snap'lns.
                                  Which two Avaya Breeze® Snap-ins are available with Avaya Aura® Contact Center? (Choose two.)

                                  • A. Work Assignment
                                  • B. Dialogue Designer
                                  • C. Context Store
                                  • D. Co-browse
                                  Reveal Solution  Discussion  0

                                  Correct Answer: D  🗳️

                                  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. Which system support click-to-call from the web?
                                  • B. What is the percentage of customer support Issues that are resolved In one call?
                                  • C. What are the agent performance reporting requirements?
                                  • D. What are the customer support pain points?
                                  • E. What Is the IVR name?
                                  Reveal Solution  Discussion  0

                                  Correct Answer: A,C,E  🗳️

                                  AACC has an inbuilt Outbound Management.
                                  Which resource controls the Preview Dialing method?

                                  • A. Administrator
                                  • B. Supervisor
                                  • C. Agent
                                  • D. Manager
                                  Reveal Solution  Discussion  0

                                  Correct Answer: B  🗳️

                                  A design specialist prepares for a customer meeting, and knows that data on the customer, their Industry, and the possible competition, will need to be collected.
                                  Which additional information is also needed?

                                  • A. The model numbers of the existing contact center equipment
                                  • B. The Avaya solutions and services Avaya could offer
                                  • C. The design diagram for discussion with customer
                                  • D. The salaries of the executives In the meeting
                                  Reveal Solution  Discussion  0

                                  Correct Answer: A  🗳️

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