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.Advanced Call Vectoring
• B.Best Service Routing
• C.Expert Agent Selection
• D.Business Advocate

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Avaya Survey Assist is a multi-purpose application that allows you to easily create automated voice and SMS surveys. It supports full integration into the Avaya Experience Portal (AEP) and Proactive Outreach Manager (POM) for voice and SMS transactions.
Which two are current deployment options for Avaya Survey Assist? (Choose two.)

• A.Single Box
• B.Geo-redundancy
• C.Cluster Mode
• D.Upgradable Single Box

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The Avaya Experience Portal (AEP) is licensed and offered on a per port basis. Which three statements are true for the AEP? (Choose three.)

• A.The Media Resource Control Protocol connection is licensed per port and includes ASR and TTS.
• B.In AEP 7.2.x, full ports cannot be bundled with speech.
• C.In AEP 7.2.x, full ports may be bundled with speech.
• D.The MRCP connection is free of charge when speech is purchased through Avaya otherwise the customer pays to enable ASR/TTS capabilities.
• E.The Media Resource Control Protocol connection is licensed per port, and separately for ASR and TTS.

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Based on customer feedback, what was the top priority in 2019 for Contact Center organizations?

• A.To increase self-service usage
• B.To increase first contact resolution
• C.To increase agent retention
• D.To increase digital channel usage

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A customer wants to use the Avaya Aura® Media Server (AAMS) because of its advanced multimedia processing features. Which three statements are true for the AAMS? (Choose three.)

• A.Experience Portal will use the AAMS as a media resource.
• B.AAMS is shareable between different adopters.
• C.AAMS provides virtualization, high channel density and no playback announcement limits.
• D.AAMS provides Communication Manager IP audio functionality.
• E.Pricing is differentiated, so customer will buy AAMS-enabled features unique to each adopter.

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