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NEW QUESTION 23
Which group offers the AACC Callback Request solution that leverages AACC scripting and web services, as well'as the outbound capability of AACC?
- A. Avaya Support
- B. Avaya Development team
- C. Avaya technical staff
- D. Avaya Professional Services
Answer: B
NEW QUESTION 24
An IT manager wants a Callback offer leveraging AACC scripting and Web services, as well as the outbound capability of AACC.
What Is this solution called?
- A. Call Completion No Reply (CCNR)
- B. Call Completion Busy Subscriber (CCBS)
- C. Call Back Assist (CBA)
- D. Call Back Request (CBR)
Answer: D
NEW QUESTION 25
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 are the agent performance reporting requirements?
- B. What Is the IVR name?
- C. What are the customer support pain points?
- D. What is the percentage of customer support Issues that are resolved In one call?
- E. Which system support click-to-call from the web?
Answer: A,B,E
NEW QUESTION 26
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 Agent Desktop a
- B. Avaya one-X® Agent Desktop
- C. Avaya IX™ Workplace
- D. Avaya IX™ Workspaces
Answer: A,D
NEW QUESTION 27
Contact Center Multimedia supports a powerful Email Handler.
Which two sub-types of Email attachment files are supported? (Choose two.)
- A. Short Message Service
- B. Voice Mail
- C. Web Communication
- D. Instant Messaging
Answer: B,D
NEW QUESTION 28
A support manager experienced that each Voice Contact runs through an application designed with the Which service controls the pathway through the application?
- A. Telephony Services Manager (TSM)
- B. Task Flow Executor (TFE)
- C. SIP Gateway Manager (SGM)
- D. Telephony Services Manager (TSM)
Answer: D
NEW QUESTION 29
The SIP-enabled AACC Communication Control Toolkit integrates the agents and supervisors within the SIP environment to offer features.
Which application programming interface type is used to publish the CCT functions?
- A. Microsoft .NET
- B. Open Computing Language (OpenGL)
- C. Simple Direct Media Layer
- D. Open Database Connectivity (ODBC)
Answer: D
NEW QUESTION 30
A customer needs an application that is provided free of charge, and allows them to reduce the time required to develop and maintain scripts, workflows, and applications in the Avaya Aura® Contact Center.
Which application will meet the customer's requirements?
- A. Avaya Contact Center Orchestration Designer
- B. Avaya one-X® Agent Desktop
- C. Avaya Control Manager
- D. Avaya Agent Desktop
Answer: D
NEW QUESTION 31
A Contact Center manager wants a thin-client desktop with a powerful widget-driven approach.
Which three deployments are allowed for Avaya IX ™Workspaces? (Choose three.)
- A. One-X Agent
- B. Voice and Multimedia Contact Server with Avaya Media Server
- C. Voice Contact Server only
- D. Multimedia Contact Server only
- E. Voice and Multimedia Contact Server without Avaya Media Server
Answer: B,C,E
NEW QUESTION 32
During the discovery conversation, the AMR Medicure Contact Center Manager said they want a tool that allows Voice Recording, Quality Monitoring and Scheduling, and Forecasting for agents Including training.
Which Advanced WFO package would the sales person offer AMR Medicure?
- A. Workforce Optimization package
- B. Automated Quality Monitoring package
- C. Workforce Management package
- D. Quality Monitoring package
Answer: D
NEW QUESTION 33
Refer to the exhibit.
AACC routes contacts based on business logic to any SIP addressable endpoint.
Which statement about AACC Voice Contact is true?
- A. It Is anchored In the Media Processing Platform.
- B. It Is anchored In the G450.
- C. It Is anchored in the Session Manager.
- D. It Is anchored In the Media Server.
Answer: C
NEW QUESTION 34
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 Server Utility
- B. Contact Center Manager Multimedia Administrator
- C. Contact Center Orchestration Designer
- D. Contact Center Manager Administrator
Answer: B
NEW QUESTION 35
An Avaya representative knows the sales cycle, and uses It regularly to get a good understanding problems and quantify the costs.
Which statement describes the Qualification step?
- A. It is the final Invoice that serves as the formal contract acknowledgement.
- B. It proposes, communicates, and agrees upon the detailed solution.
- C. It documents the details, and quantifies the cost.
- D. It Is a discussion driver to help draw out and Identify the problem(s) to be solved.
Answer: A
NEW QUESTION 36
The CEO of a service company wants context rich information that Is Important for better customer experience.
Which development platform allows customers to add new capabilities to their solution?
- A. Avaya Applications Platform
- B. Avaya Performance Applications Platform
- C. Avaya Experience Portal Platform
- D. Avaya Breeze™
Answer: C
NEW QUESTION 37
A customer wants a solution to minimize IT overhead costs and thick clients. Which Avaya application would you recommend to solve this business challenge?
- A. Avaya Breeze® Platform
- B. Avaya Control Manager
- C. Avaya IX™ Workspaces
- D. Avaya IX™ Workforce Engagement
Answer: A
NEW QUESTION 38
Refer to the exhibit.
AACC allows the use of campaigns for Sales or Marketing purposes.
Which statement about Outbound campaigns is true?
- A. Agent Scripts are loaded Into Agent Desktop from the CCMM Database. 4-C
- B. Agent Scripts are loaded Into Agent Desktop from the CCT Database. 1-C
- C. Agent Scripts are loaded Into Agent Desktop from the CCMS Database. 2-C
- D. Agent Scripts are loaded Into Agent Desktop from the CCMA Database. 3-C
Answer: B
NEW QUESTION 39
A Contact Center manager wants a fast First Call Resolution, and has requested a Skype for Business client software on Avaya Agent Desktop.
Which statement describes what the Avaya support department needs be prepared to tell the manager?
- A. Different Presence client software are supported on Avaya Agent Desktop.
- B. Microsoft Lync Server are not supported.
- C. Microsoft Skype Server are not supported.
- D. Agent Desktop does not support co-resident Skype for Business client software.
Answer: A
NEW QUESTION 40
During a discovery conversation with a satellite television provider, a sales person learned that the business pain point of multi channel contact center capabilities are now a basic requirement, along with queuing, routing, tracking, and reporting of inbound, outbound, and blended calls.
Which value proposition would you use?
- A. Avaya Aura® Contact Center solutions enable blended multichannel capabilities that can help to Improve customer experiences. Increase revenue, and customer lifetime value.
- B. Avaya Aura® Contact Center solutions allow businesses to leverage Avaya customer experience management leadership In a solution that Is fit for purpose.
- C. Avaya Aura® Contact Center solutions enable blended multichannel so businesses can leverage Avaya customer experience management leadership In a solution that is optimized for use with Avaya Aura®.
- D. Avaya Aura® Contact Center solutions extend Avaya's Innovation In customer experience management to businesses, with the simplicity and value they require.
Answer: A
NEW QUESTION 41
What should a functional architecture discussion cover?
- A. A design of the needed components and Interconnections
- B. Bill of Materials to quantify the costs
- C. Network plan of the existing Infrastructure
- D. Customer evolution plans and Avaya solution to their problems
Answer: C
NEW QUESTION 42
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