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質問 1：
Avaya one-X@ Agent supports which of the following? (Select three.)
A. Real Time Processing (RTP) to Far Endpoint
B. Avaya Aura@ Communication Manager
C. H.323
D. SIP
正解：A,B,C
質問 2：
Which are three business challenges that Avaya Proactive Contact can solve? (Select three.)
A. Cost effective ways to grow business, increase revenue
B. Keep operational cost down
C. Voice channel is overloaded
D. Keep existing customers
正解：A,B,D
質問 3：
Which are Implementation Services that Avaya Professional Services offer to Avaya Call Management System (CMS) customers? (Select three.)
A. The implementation of advanced CMS features such as External Call History Network integration
B. The configuration of CMS interfaces which provide linkage to Avaya Aura@' Optimization applications such as Workforce Management
C. The design and implementation of custom scripts and reports for real-time; data
D. The development and implementation of custom interfaces for CMS, providing linkage to Avaya Interaction Center
正解：C
質問 4：
Avaya Contact Flow Analytics helps the business to address some common business issues, which are some of these issues where Contact Flow Analytics can help? (Select three.)
A. Improve operational efficiency by identifying inefficient business processes through analyzing mis-routed calls and repeat calls.
B. Improve the customer experience by identifying long wait times, frequent transfers, and 0 abandon calls. When an organization becomes aware of such situations they can perform root-cause-analysis to change the offending conditions.
C. Improve agent behaviors and performance by identifying long holds, transfers, agent releases, short calls, long Average Hold Time or AHT, and After Call Work or ACW.
D. Monitor calls and assesses compliancy to regulatory guidelines which 0 leads to a reduction in regulatory investigations and the avoidance of punitive costs due to non-compliance.
E. Enable businesses to capture best practices and it can assist them to 0 identify agents who are not getting the proper training or assisting customers inappropriately so they can be coached.
正解：C,D,E
質問 5：
Avaya Contact Flow Analytics solution provides a cradle-to-grave view of customer calls, to effectively identify the customer needs and agent behaviors that need improving or enhancing. Which are capabilities of Contact Flow Analytics? (Select three.)
A. It collects External Call History (ECH) data from one or more Avaya Call Management System (CMS) centralized data-mart.
B. It provides the capability to visually analyze and track problem areas with drill thru to analytical deeper analysis.
C. It enables the business to analyze recorded voice content to identify key words and phrases in audio recordings.
D. It helps businesses through its automated coaching and scoreboard assessments that help provide improved agent performance and productivity.
E. It generates visualization of how calls are actually routed in the contact center by analyzing the < Call Management System (CMS) External Call History (ECH) data.
正解：A,C,D
質問 6：
Which statement best describes the Performance Layer of the Avaya Customer Experience Management (CEM) Framework? (Select one.)
A. Provides opportunities to create engaged customers across advanced multimedia channels. It describes how organization resources interact with customers.
B. Enables the enterprise-wide design of the customer experience -ensuring that when multiple contacts come in from many locations they get the right experience as defined by the organization -regardless of the location or channel.
C. Serves as the Customer Experience Management "brain" which enables the organization to deliver the type of customer experience required.
D. Delivers enterprise-wide reporting that handles dashboard reporting and re; full, end-to-end performance management.
正解：D
質問 7：
Which applications reside in the Avaya Customer Experience Management Interaction layer? (Select four.)
A. Avaya Customer Connections Mobile
B. Avaya one-X@ Agent
C. Avaya One Touch Video
D. Avaya Aura@ Workforce Optimization
E. Avaya Interaction Center Agent Desktop
正解：A,B,C,E
質問 8：
Which are two Automated Experience Management products or solutions that can run on customer provided servers? (Select two.)
A. Avaya Media Processing Server Platform 500
B. Avaya Aura@ Experience Portal
C. Avaya Callback Assist
正解：B,C
質問 9：
In connection with a CCT (Contact Center Technology) implementation project for the Government of Mourito, Avaya has partnered with a leading Distributor in the country. Avaya is required to import certain telecom equipment into Mourito. Avaya arranges for the shipment and same reaches Mourito port. In order to release the shipment, a no-objection letter is required from the customs unit in charge of the port. This is standard operating procedure in Mourito vis-a-vis overseas shipments. Typically, it takes about 7-14 working days to receive the letter. The Distributor, citing project exigency, pays a sum of $150 to a senior customs official and obtains the NOC (No Objection Certificate). What prompts the Distributor to make the payment is that facilitation payments are customary and legal in Mourito.
What breach, if any, has the Distributor committed?
A. The Distributor has breached Avaya's policy since Avaya prohibits facilitation payments.
B. None, the payment made by the Distributor constituted facilitation payment which is customary under the laws of Mourito.
正解：B
Avaya one-X@ Agent supports which of the following? (Select three.)
A. Real Time Processing (RTP) to Far Endpoint
B. Avaya Aura@ Communication Manager
C. H.323
D. SIP
正解：A,B,C
質問 2：
Which are three business challenges that Avaya Proactive Contact can solve? (Select three.)
A. Cost effective ways to grow business, increase revenue
B. Keep operational cost down
C. Voice channel is overloaded
D. Keep existing customers
正解：A,B,D
質問 3：
Which are Implementation Services that Avaya Professional Services offer to Avaya Call Management System (CMS) customers? (Select three.)
A. The implementation of advanced CMS features such as External Call History Network integration
B. The configuration of CMS interfaces which provide linkage to Avaya Aura@' Optimization applications such as Workforce Management
C. The design and implementation of custom scripts and reports for real-time; data
D. The development and implementation of custom interfaces for CMS, providing linkage to Avaya Interaction Center
正解：C
質問 4：
Avaya Contact Flow Analytics helps the business to address some common business issues, which are some of these issues where Contact Flow Analytics can help? (Select three.)
A. Improve operational efficiency by identifying inefficient business processes through analyzing mis-routed calls and repeat calls.
B. Improve the customer experience by identifying long wait times, frequent transfers, and 0 abandon calls. When an organization becomes aware of such situations they can perform root-cause-analysis to change the offending conditions.
C. Improve agent behaviors and performance by identifying long holds, transfers, agent releases, short calls, long Average Hold Time or AHT, and After Call Work or ACW.
D. Monitor calls and assesses compliancy to regulatory guidelines which 0 leads to a reduction in regulatory investigations and the avoidance of punitive costs due to non-compliance.
E. Enable businesses to capture best practices and it can assist them to 0 identify agents who are not getting the proper training or assisting customers inappropriately so they can be coached.
正解：C,D,E
質問 5：
Avaya Contact Flow Analytics solution provides a cradle-to-grave view of customer calls, to effectively identify the customer needs and agent behaviors that need improving or enhancing. Which are capabilities of Contact Flow Analytics? (Select three.)
A. It collects External Call History (ECH) data from one or more Avaya Call Management System (CMS) centralized data-mart.
B. It provides the capability to visually analyze and track problem areas with drill thru to analytical deeper analysis.
C. It enables the business to analyze recorded voice content to identify key words and phrases in audio recordings.
D. It helps businesses through its automated coaching and scoreboard assessments that help provide improved agent performance and productivity.
E. It generates visualization of how calls are actually routed in the contact center by analyzing the < Call Management System (CMS) External Call History (ECH) data.
正解：A,C,D
質問 6：
Which statement best describes the Performance Layer of the Avaya Customer Experience Management (CEM) Framework? (Select one.)
A. Provides opportunities to create engaged customers across advanced multimedia channels. It describes how organization resources interact with customers.
B. Enables the enterprise-wide design of the customer experience -ensuring that when multiple contacts come in from many locations they get the right experience as defined by the organization -regardless of the location or channel.
C. Serves as the Customer Experience Management "brain" which enables the organization to deliver the type of customer experience required.
D. Delivers enterprise-wide reporting that handles dashboard reporting and re; full, end-to-end performance management.
正解：D
質問 7：
Which applications reside in the Avaya Customer Experience Management Interaction layer? (Select four.)
A. Avaya Customer Connections Mobile
B. Avaya one-X@ Agent
C. Avaya One Touch Video
D. Avaya Aura@ Workforce Optimization
E. Avaya Interaction Center Agent Desktop
正解：A,B,C,E
質問 8：
Which are two Automated Experience Management products or solutions that can run on customer provided servers? (Select two.)
A. Avaya Media Processing Server Platform 500
B. Avaya Aura@ Experience Portal
C. Avaya Callback Assist
正解：B,C
質問 9：
In connection with a CCT (Contact Center Technology) implementation project for the Government of Mourito, Avaya has partnered with a leading Distributor in the country. Avaya is required to import certain telecom equipment into Mourito. Avaya arranges for the shipment and same reaches Mourito port. In order to release the shipment, a no-objection letter is required from the customs unit in charge of the port. This is standard operating procedure in Mourito vis-a-vis overseas shipments. Typically, it takes about 7-14 working days to receive the letter. The Distributor, citing project exigency, pays a sum of $150 to a senior customs official and obtains the NOC (No Objection Certificate). What prompts the Distributor to make the payment is that facilitation payments are customary and legal in Mourito.
What breach, if any, has the Distributor committed?
A. The Distributor has breached Avaya's policy since Avaya prohibits facilitation payments.
B. None, the payment made by the Distributor constituted facilitation payment which is customary under the laws of Mourito.
正解：B
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