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Avaya 33820X : Avaya Aura® Call Center Elite & Elite Multichannel Solution Design Exam
- Exam Code: 33820X
- Exam Name: Avaya Aura® Call Center Elite & Elite Multichannel Solution Design Exam
- Updated: Sep 14, 2026
- Q & A: 65 Questions and Answers
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Avaya 33820X Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Solution Overview | - Elite and Elite Multichannel positioning - Avaya Aura Call Center architecture overview |
| Topic 2: Call Center Elite Functionality | - Skill-based routing and queue design - Agent and supervisor features - Inbound and outbound call handling |
| Topic 3: Elite Multichannel Capabilities | - Omnichannel interaction handling (voice, email, chat) - Digital engagement and routing strategies - Customer experience design considerations |
| Topic 4: Core Architecture and Components | - System scalability and redundancy design - Avaya Aura platform components integration - Call routing and ACD fundamentals |
| Topic 5: Solution Design Considerations | - Capacity planning and performance tuning - Security and compliance considerations - High availability and disaster recovery design |
| Topic 6: Operations and Support | - Troubleshooting methodologies - Best practices for ongoing maintenance - Monitoring and reporting tools |
| Topic 7: Integration and Deployment | - Third-party system interoperability - Deployment models and migration strategies - CRM and CTI integration |
Avaya Aura® Call Center Elite & Elite Multichannel Solution Design Sample Questions:
Question #1
Refer to the exhibit.
The exhibit shows a basic Avaya Oceana® setup with Call Center Elite, showing a complete multi-touch solution with Call Center Elite serving customers via voice, and Oceana supporting email, chat, SMS, co-browsing and more.
In the box with the question mark (?), which Avaya Aura® component is required to complete this illustration?
- A. Avaya Experience Portal
- B. Avaya Aura® Call Center Elite Multichannel
- C. Avaya Aura® Communication Manager
- D. Avaya Aura® Application Enablement Services
Correct Answer: A 🗳️
Question #2
A customer wants an Avaya Elite Multichannel R6.6 solution with the following deployment options:
* Single Server
* Multiple Server - Single VMS
* Multiple Server - Multiple VMS
In a Multiple Server - Single VMS Preferred Deployment option, which three are the part of the 3-server solution? (Choose three.)
- A. EMC-VMS
- B. EMC-SQL-DB
- C. EMC-XML
- D. EMC-IDS
- E. EMC-CORE
Correct Answer: B,D,E 🗳️
Question #3
Based on customer feedback, what was the top priority in 2019 for Contact Center organizations?
- A. To increase agent retention
- B. To increase digital channel usage
- C. To increase first contact resolution
- D. To increase self-service usage
Correct Answer: C 🗳️
Question #4
Which three statements are true for the Avaya Aura® Call Center Elite ordering process? (Choose three.)
- A. Call Center Elite includes Business Advocate.
- B. Call Center Elite 8.0 goes to market per the Avaya Global Product Distribution policy.
- C. Call Center Elite requires CMS.
- D. It is sold through Direct and Indirect channels.
- E. CC-Elite can be ordered as a standalone for a 3rd party PBX.
Correct Answer: A,B,D 🗳️
Question #5
A customer requires a Call Center feature that will provide the following:
* A routing algorithm to manage agents, call volumes, service levels, and predict call wait time
* As agents become available, select the next contact based on defined business objectives to meet service levels across the enterprise.
To meet these requirements, which Call Center Elite feature would you recommend?
- A. Business Advocate
- B. Best Service Routing
- C. Expert Agent Selection
- D. Advanced Call Vectoring
Correct Answer: A 🗳️
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