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Avaya Aura® Contact Center Solution Design Sample Questions:

1. 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 depicts the entire network and its functions as Individual nodes, and It Is highly effective In communicating the totality of a particular concept.
B) 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.
C) 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.
D) 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.

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

3. 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 Manager Multimedia Administrator
C) Contact Center Manager Administrator
D) Contact Center Server Utility

4. 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 Skype Server are not supported.
C) Microsoft Lync Server are not supported.
D) Agent Desktop does not support co-resident Skype for Business client software.

5. 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 IX™ Workspaces
B) Avaya Control Manager
C) Avaya Breeze® Platform
D) Avaya IX™ Workforce Engagement

Solutions: