2C00095A

Avaya Customer Experience Management APSS Online Test

1- Which of the following statements best define Intelligent
Workspace"? (Select one.)

A workspace that provides desktop, phone, and screen pop solutions that
streamline delivery of interactions with, and information about the
customers to the agents and knowledge workers.

2- Match the products, applications, or solutions on the right to their
appropriate Customer Experience Management (CEM) layers on the
left. (Click and drag the product application, or solutions on the right
to the corresponding layer on the left.)

Experience Layer > Avaya Aura Contact Center
Interaction Layer > Avaya Automated Chat
Performance Layer > Avaya IQ

3- This desktop includes an embedded soft-phone exclusively for
deployment with Avaya Aura. Communication Manager and Avaya
Aura Session Manager. (Select one.)

Avaya Aura Agent Desktop

4- Match the products or applications on the right to their appropriate
Customer Experience Management (CEM) layers on the left. (Click
and drag the product or application on the right to the
corresponding layer on the left.)

Experience Layer > Avaya Call Center Elite Multichannel
Interaction Layer > Avaya Automated Chat
Performance Layer > Avaya Aura Workforce Optimization Suite

5- Which of the following are features of Avaya Work Assignment Snap-
in? (Select three.)

It enables businesses to associate a higher priority to work that is more
important to them, in a given service.
It offers multiplicity, which can be used to configure a resource to be
available for multiple assignments from multiple channels.
It offers attribute-based matching, which allows customers find the most
suitable resources to assign work.

6- Match the Experience layer products, applications, or solutions on
the right to their description on the left (For each description, select
the corresponding product, application, or solution from the drop-
down list)

An application platform that enables organizations to design and manage

high performance automated notifications and outbound campaigns that
reach out to customers via voice, email, or text. >
Avaya Proactive Outreach Managed
A turnkey solution specifically targeted at the medium-sized contact
centers with a need for focused outbound communications. >
Avaya Outbound Contact Express
Adds additional features and benefits. Avaya Aura. Call Center Elite
including an increased operational efficiency and effectiveness, and
enables equitable work distribution and provides proactive >
Business Advocate

7- Match the Performance layer products, applications, or
solutions on the right to their description on the left. (For each
description, select the corresponding product application, or
solution from the drop-down list.)

Developed to deliver enterprise-wide reporting that handles dashboard
reporting and real-time analytics for full, end-to-end performance
management >
Avaya Aura Performance center
Provides cradle-to-grave reporting behind CMS, enabling visualization of
call flow data using flow graphs, dashboards, and tabular reports >
Avaya Contact Flow Analytics
Integrates the true voice of the customer into performance management
practices, as it assesses real-time business impact on results and key
performance indicators.
Avaya Speech Analytics

8- Match the Experience layer key activities to their proper
description. (For each description, select the corresponding activity
from the drop-down list.)

Connect business processes, back office functions, and information with
enterprise routing, agent selection, and workflows to ensure persistent
conversation. >
Connect to the back-office
Uses all relevant information to identify the best resource for the
customer needs (agent or automated), and ensure execution across right
media at the right time. >
Best/1:1 matching
Knows and applies the "DNA. of the customers, for example, customer
needs and preferences, account information, purchasing history, and so
on. >
Contextual awareness

9- Which of the following are three attributes of Avaya Control
Manager? (Select three.)

Features an advanced security engine that includes roles-based access

controls (permissions) integrated to Microsoft Active Directory.
Supports multiple Avaya Aura Communication Managers in multi-site and
multi-tenant environments, bringing centralized management, in a single
intuitive interface.
Includes a visual call flow designer for Avaya Aura Call Center Elite that
allows El users to intuitively design and administer tasks such as Vectors,
Variables-in-Vectors, Vector Directory Number or VDN Variables, etc.

10-
Which are three business challenges that Avaya IQ can solve?
(Select three.)

Increasing customer complaints and low customer satisfaction (CSAT)
scores
Using agents for tasks customers could do themselves
Administering agents across multiple systems and locations

11-
Which are three business challenges that Avaya Aura.
Orchestration Designer can solve? (Select three.)

High cost for application development and integration
Customer experience not smooth and seamless
New systems or applications mean loss of existing legacy solutions

12-
Which are two business challenges that Avaya Media
Processing Server can solve? (Select two.) (Select three)

Increasingly demanding customers
Cost control
Increase Return on Investment (ROI)

13-
Match the value statement for Avaya Work Assignment Snap-
in on the left to the appropriate stakeholder on the right. (For each
of the value statements on the left, select the corresponding
stakeholder from the drop-down list on the right.)

It potentially improves line growth, lowers service costs, and improves
renewal rates >
CXO
It provides unique matching strategies for a differentiated consumer
experience >
Line of Business Manager
It offers increased insights into the customer's experience, allowing for
optimal assignment of Contact Center Manager of agents to work >
Contact Center Manager
Enables rapid application development and deployment without prior
communication development skills >
IT Director or Manager

14-
Which of the following Contact Flow Analytics values are
primarily relevant for Business Analysts? (Select two.)

Contact Flow Analytic helps to reduce costs by improving areas such as
call flows and routing.
Contact Flow Analytics helps to improve customer loyalty and customer
retention such as reducing the need for repeat calls.

15-
Which are consumer communication behaviors and service
expectations impact the contact center of today? (Select three.)

Consumers have no hesitation to go public with their dissatisfaction:
including posting messages, photos, videos, and more online.
Consumers often expect instantaneous responses and fast resolution to
problems.
Consumers are media agnostic, using the phone, e-mail, Web chat, IM, and
social media interchangeably.

16-
The Experience layer enables organization to do which of
following three key activities? (Select three)

Best/1:1 matching
Contextual awareness
Connect to the back-office

17-
Which statement best describes the Performance layer of the
Avaya Customer Experience Management (CEM) Framework? (Select
one)

It delivers enterprise-wide reporting that handles dashboard reporting
and real-time analytics for full, end-to-end performance management.

18-
Match the Customer Experience Management (CEM) Layer on
the right to the proper description on the left (Click and drag the
layer on the right to the corresponding description on the left.)

Delivers enterprise-wide reporting that handles dashboard reporting and
real-time analytics for full, end-to-end performance management >
Performance Layer
Provides opportunities to create engaged customers across advanced
multimedia channels. It describes how organization resources interact
with customers >
Interaction Layer
Serves as the Customer Experience Management Experience Layer
"brain", which enables the organization to deliver the type of customer
experience required. >
Experience Layer
Enables the enterprise-wide design of the customer experience - ensuring
that when multiple contacts come in from any locations they get the right

Design Layer experience as defined by the organization - regardless of the

location or channel. >
Design Layer
Enables the centralized management and administration for CEM
systems, applications, and resources within the framework as well as the
ability to identify potential issues and perform root-cause analysis to
prevent system outages and performance degradation. >
Management Layer

19-
Match the products, applications, or solutions on the right to
their appropriate Customer Experience Management (CEM) layers
on the left. (Click and drag the product application, or solutions on
the right to the corresponding layer on the left).

Management Layer > Avaya Control Manager
Interaction Layer > Avaya One Touch Video
Performance Layer > Avaya Speech Analytics
Experience Layer > Avaya Proactive Outreach Manager

20-
Which are three attributes of Avaya Interaction Center?
(Select three.)

Offers personalized service through any communication channel based on
customer identification and profile history, creating a consistent
customer end-to-end experience.
It is designed for large enterprises.
Provides open standards-based architecture that simplifies design,
deployment, and maintenance.

21-
Which of the following best describe Avaya One Touch Video?
(Select two.)

It enables voice, voice/video, and collaboration sessions between agents,
experts, or other enterprise resources with end-users who have access to
an Internet-connected PC using a browser with a Flash plug-in.
Sessions can include sharing of desktop content, videos, or other
applications including text chat and still images.

22-
Which Customer Experience Management (CEM) Performance
layer solution is a unified reporting and analytics package for
inbound voice, blended agent inbound and outbound capabilities
and integration of self-service reporting? (Select one.)

Avaya IQ

23-
Which Customer Experience Management (CEM) Performance
layer solution allows for system architecture flexibility, as it is
available in low, mid, and high capacity systems and also supports a
virtualization model? (Select one)

Avaya Call Management System

24-
Which of the following best describes a Sales Play? (Select
one.)

A sales methodology that takes sales through the assets and actions to
support a successful sales from beginning to end.

25-
Which of the following is an Avaya Sales Play that supports a
successful sale for products and applications that reside in the
Interaction layer of the Customer Experience Management (CEM)
Framework? (Select one.)

Multichannel Sales Play

26-
Which are three value statements for Avaya Control Manager?
(Select three.)

It helps organizations reduce their administrative cost through the time
saved administering all Avaya Customer Experience Management
products from within one intuitive fool that includes Roles Based Access
Controls and templates.
It enables non-IT people to perform select tasks via granular roles based
access, so enterprises can realize higher efficiency by enabling
administration by non-technical personnel.
It provides a single administration platform for Avaya Customer
Experience Management products.

27-
Match the value statement for Avaya Real-Time Speech Snap-
in on the left to the appropriate stakeholder on the right. (For each
of the value statements on the left, select the corresponding
stakeholder from the drop-down list on the right)

Quicker concept to market resulting in increase revenue ahead of
competitors > CXO
Opportunity to optimize current and future campaign investment. > Line
of Business Manager
It provides simplified development - RESTful Web application program
interface (APIs). > IT Director or Manager

28-
The Interaction Layer of the Avaya Customer Experience
Management (CEM) Framework provides the capability for which of
the following? (Select two.)

Customer engagement
Real-time enterprise collaboration

29-
Which of the following are products, applications, and
solutions that reside within the Performance layer of the Customer
Experience Management (CEM) Framework? (Select six.)

Avaya Operational Analyst
Avaya IQ
Avaya Aura Workforce Optimization Suite
Avaya Aura Performance Center
Avaya Speech Analytics
Avaya Call Management System

30-
Which are three attributes of Avaya Auras Performance
Center? (Select three.)

Supports extensible integration for third-party and busters applicators
Provides an integrated business intelligence data warehouse
Includes a business intelligence engine for historical reporting and
analytics

31-
Which of the following statements it correct? (Select two.)

Contact Flow Analytics enables analysts to recognize trends and
patterns.
Contact Flow Analytics presents information to help understand
common customer dissatisfactions.

32-
True or false? Avaya Control Manager is intended to
completely replace every single Avaya Product Administration Tool.

False

33-
True or false? To calculate Customer Lifetime Value (CLV) you
take the customer revenue minus the support costs, then
multiplying the average length of the relationship, minus the
acquisition costs to arrive at the Customer Lifetime Value.

True

34-
Which of the following statements it correct? (Select two.)

Contact Flow Analytics is suitable for any size Contact Center up to 1200
agents, which is running CMS.
Contact Flow Analytics is suitable for customers with single- or multi-site
Contact Centers.

35-
Which are three value statements for Avaya Aura. Experience
Portal? (Select three.)

Reduce inbound/outbound self-service costs

Reduce labor and service costs

Improve customer satisfaction and retention

36-
Which are three value statements for Avaya Aura
Orchestration Designer? (Select three.)

It lowers the organization's total cost of ownership or TCO by allowing
organizations to reduce the time required to develop and maintain
scripts, workflows, and applications in the contact center.
It makes it possible for the organization to orchestrate the customer
experience end-to-end, guaranteeing consistency and excellence,
improving customer satisfaction.
It provides investment protection as preexisting applications can co-exist
with new applications developed for the Avaya Aura Experience Portal
platform.

37-
Which of the following statements best define "Intelligent
Workspace"? (Select one.)

A workspace that provides desktop, phone, and screen pop solutions that
streamline delivery of interactions with, and information about the
customers to the agents and knowledge workers.

38-
Which of the following are three functions of Avaya Contact
Flow Analytics? (Select three.)

Collects External Call History (ECH) data from one or more Avaya Call
Management Systems (CMS) and brings it to a centralized data-mart.
Provides the capability to visually analyze and track problem areas with
drill thru to erect ca and tabular reports for deeper analysis.
Generates visualization of how calls are actually routed in the contact
center by analyzing the call segments in Avaya Call Management Systems
(CMS) External Call History (ECH) data.

39-
Match the Customer Experience Management (CEM) Design
layer and the Management layer products, applications, or solutions
on the right to their description on the left (For each description,
select the corresponding product, application, or solution from the
drop-down list.)

The single application design tool for Avaya Customer Experience
Management applications - accelerating service design and deployment.
> Avaya Aura Orchestration Designer
A centralized administration solution for managing the key Avaya Contact
Center and Unified Communication products in a solution.
> Avaya Control Manager.

40-
The future of customer experience over the next three to five
years is going to focus on three core principles, identify which of the
following are the three principles. (Select three.)

Creating an enterprise-wide engagement
Having actionable insight
Having the right media at the right time

41-
Which statement best describes the Design layer of the Avaya
Customer Experience Management (CEM) Framework? (Select one.)

It 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
location or channel.

42-
Which are three attributes of Avaya Aura Call Center Elite
Multichannel Feature pack? (Select three.)

Provides options for intelligent agent assignment of email, web chat, SMS,
instant messaging, fax, social media and outbound calling in a blended
queue that combines both voice and non-voice contact types.
Is designed for midsize firms or divisions of large enterprises who are
seeking ways to achieve operational efficiency, increase revenue and
improve customer satisfaction and retention.
Offers basic out-of-the-box performance reporting on all real-time and
historical activity in the contact center environment.

43-
Which are three attributes of Avaya Aura Experience Portal?
(Select three.)

Supports virtualization which reduces hardware footprint and simplifies
management.
Employs dynamic, real-time service treatments and automates outbound
services with Avaya Intelligent Customer Flouting and Avaya Proactive
Outreach Manager.
Allows the organization to manage all automated services and
applications on a single platform.

44-
Which of the following best describes how Avaya defines
Customer Experience Management (CEM)? (Select one.)

The discipline of managing and treating customer relationships as assets,
with the goal of moving satisfied customers to loyal customers, and loyal
customers to advocates of the brand.

45-
Which are three attributes of Avaya Auras Call Center Elite?
(Select three.)

Supports branch office and distributed enterprise model for contact

centers.
Delivers a more consistent, personalized customer service by matching
agent skills with caller needs.
Reduces costs while increasing efficiency and effectiveness, by supporting
agent specialization and consolidation.

46-
Select the product that best fits the following description:
This plug-in architecture allows for simple customization and
external application integration to help reduce implementation
costs. (Select one.)

Elite Multichannel Agent Desktop

47-
Which are three business challenges that Avaya Aura Contact
Center can solve? (Select three.)

Provide a consistent high quality customer experience.
Voice channel is overloaded.
High agent turnover due to low job satisfaction.

48-
Which three statements best describe the business challenges
that Avaya Work Assignment Snap-in can solve? (Select three.)

The business is wasting employee time and energy on work requests that
are a lower priority.
High-value and urgent contacts are assigned to agents any when they get
to the front of the queue.
The business is unable to route callers baked on up to the minute
knowledge of their customer's needs and value.

49-
Which of the following best describe the target customer for
Avaya Work Assignment Snap-in? (Select four.)

It is for customers who desire an enterprise-wide matching of work and
resources to improve productivity.
It is for customers who already have a segmentation strategy in place.
It is for customers who want to deliver a consistent and differentiated
customer experience across all customer touch points.
It is targeted for enterprise scale call centers that have anywhere from
3000 to 50,000 agents in one or more locations.

50-
Which of the following imperatives are of particular
importance to IT Managers? (Select two.)

Preserve existing investment.
Reduce infrastructure costs.

51-
Which of the following are three attributes of the Avaya Aura
Workforce Optimization suite? (Select three).

Has a unique native integration with Avaya Aura Performance Center,
Avaya Aura, Avaya one-X Agent, Proactive Outreach Manager, Avaya
Proactive Contact, and Avaya Control Manager.
Supports heritage Avaya and Nortel environments.
Its components share single database and common management
graphical user interface.

52-
How does Customer Experience Management (CEM) drive
Customer Lifetime Value (CLV) for an organization? (Select three.)

Improves the duration of relationship by driving customer loyalty and
brand advocacy.
Improves revenue per customer over the life of the relationship because
customers are more satisfied with the service received.
Reduces the cost of acquiring and supporting the customer over the life of
relationship through efficiency, effectiveness, and productivity.

53-
Which of the following statements is correct? (Select two.)

Contact Flow Analytics Includes pre-defined filters, as well as customized
filtering.
Contact Flow Analytics builds on Call Center Site and CMS to provide a
visual representation of complex information.

54-
Which of the following are features of Avaya Context Store?
(Select four.)

It enables alerting capabilities based on company defined customer or
business events via real-time notifications.
It simplifies aggregation of real-time customer and business data for
export to customer experience analytics or business value reporting tools.
It integrates with Avaya Aura. Experience Portal through a pluggable data
connector.
It enables URL-based screen pop for Call Center Elite and one-X Agent
users eliminating the need for costly CTI.

55-
Match the Performance layer key activities to their proper
description. (For each description, select the corresponding activity
from the drop-down list.)

Core platform for the real-time collection, consolidation, and processing
of data from contact center and enterprise sources. >
Real-time performance
Modules of reports and analytics providing critical insights into customer
experience and business performance, facilitating improvements in key
areas. >

Actionable insight
A suite of integrated workforce optimization applications providing
insight into end-to-end customer feedback, quality management,
workforce management, eLearning, and training support. >
Optimize the workforce

56-
Which of the following is an application that resides within
the Design layer of the Customer Experience Management (CEM)
Framework? (Select one.)

Avaya Aura Orchestration Designer

57-
Which are three attributes of Avaya Auras Contact Center?
(Select three)

Features screen pops which displays customer information to the agent.
Intelligently routes up to are simultaneous multichannel contacts to the
most appropriate resource through a unified agent interface.
Offers clients many features including a unified desktop which allows
agents to simultaneously handle multiple contacts of various media types.

58-
Which are three attributes of Avaya Intelligent Customer
Routing? (Select three.)

Segments customer calls at the point of entry and gives the best treatment
to callers based on pre defined business rules.
Enables intelligent load balancing and management of inbound call
volume across locations and outsourcers.
Moves advanced wait treatment and routing in front simplifying
experience El management and eliminating costly, fragile pre-route, post
route, computer telephony integration (CTI) approaches.

59-
Which are three business challenges that Avaya Operational
Analyst can solve? (Select three.)

Managing all channels easily.
Identifying the customers buying history or their past interactions.
Identifying when to make resource adjustments.

60-
Which of the following is an application that resides within
the Management layer of the Customer Experience Management
(CEM) Framework?

Avaya Control Manager

61-
The Management layer enables organizations to do which of
following three key activities? (Select three.)

Multi-tenancy support

Centralized administration
Trouble isolation

62-
Which are three business challenges that Avaya Proactive
Contact can solve? (Select three.)

Cost effective ways to grow business, increase revenue
Keep operational cost down
Keep existing customers

63-
The Design layer of the Customer Experience Management
(CEM) enables organization to do which of following three key
activities? (Select three.)

End-to-end experience design
Workflows and application simulation
Connect and share services

64-
Which are three business challenges that Avaya Control
Manager can solve? (Select three.)

Unable to partition contact center solution for access control
Lack of consolidated administration
High cost of administration

65-
Which are three business challenges that Avaya Aura
Workforce Optimization can solve? (Select three.)

Monitoring how customer data is used and shared
Over utilizing or under utilizing agents
Equipping agents to resolve customer queries.

66-
The Performance layer enables organization to do which of
following three key activities? (Select three.)

Optimize the workforce
Assess real-time performance
Obtain actionable insight

67-
Match the products, applications, or solutions on the right to
their appropriate Customer Experience Management (CEM) layers
on the left. (Click and drag the product application, or solutions on
the right to the corresponding layer on the left.)

Management Layer > Avaya Control Manager
Interaction Layer > Avaya One Touch Video
Performance Layer > Avaya Speech Analytics
Experience Layer > Avaya Proactive Outreach Manager

68-
Match the products, applications, or solutions on the right to
their appropriate Customer Experience Management (CEM) layers
on the left. (Click and drag the product application, or solution on
the right to the corresponding layer on the left)

Interaction Layer > Avaya Social Media Manager
Performance Layer > Avaya Call Management System
Experience Layer > Avaya Aura Call Center Elite
Design Layer > Avaya Auras Orchestration Designer

69-
Which Customer Experience Management (CEM) Performance
layer solution is the multimedia reporting and analytic environment
for Avaya Interaction Center, collecting and reporting on both real-
time and historical customer interaction and business data? (Select
one.)

Avaya Operational Analyst

70-
Match each term to its correct definition. (For each
description on the left, select the corresponding term from the drop-
down list.)

The sum of all experiences, from awareness, discovery, attraction,
interaction, purchase, use, cultivation, and advocacy, that a customer has
with a supplier of goods or services, over the duration of their
relationship with that supplier. >
Customer Experience
The discipline of optimizing each customer interaction and conversation,
creating an engaged customer relationship which drives repeat
purchases, retained customers, customer referrals, price premiums, and
reduced support costs. >
Customer Lifetime value

71-
Avaya One Touch Video provides which of these business
benefits? (Select one.)

Speeds decision-making in closing sales with increased customer
satisfaction.

72-
Which of the following is an Avaya Sales Play that supports a
successful sale for products and applications that reside in the
Performance layer of the Customer Experience Management (CEM)
Framework? (Select one.)

Speech Analytics Sales Play

73-
Which Customer Experience Management (CEM) Performance
layer solution supports reporting on call profiles, to assess callers'
tolerance to waiting in queue before abandoning, as well as multiple

time-zone reporting, which is important in geographically dispersed

contact centers? (Select one.)

Avaya Aura Performance Center

74-
Which of the following are Use Case examples for Avaya Real-
Time Speech Snap-in? (Select four.)

Speech driven customer journeys
Supervisor Alerting
Real-time context creation
Enterprise Worker and Agent Compliance

75-
Which statement best describes the Management layer of the
Avaya Customer Experience Management (CEM) Framework? (Select
One.)

It enables the centralized management and administration tore multitude
of systems, applications, and resources within the framework as well as
the ability to identify potential issues and perform root-cause analysis to
prevent system outages and performance degradation.

76-
This product mines, analyzes, and routes social media,
integrating with Avaya Customer Experience Management tools.
(Select one.)

Avaya Social Media Manager

77-
Which are three business challenges that Avaya Outbound
Contact Express can solve? (Select three.)

Outbound system complexity and reliability
Difficult and expensive resolution times for issues and support
Increased complexity due to multi-vendor environments

78-
Which Avaya Sales Plays support a successful sale for
products, applications, and solutions that reside in the Experience
layer of the Customer Experience Management (CEM) Framework?
(Select three)

Self-Service Sales Play
Multichannel Sales Play
Outbound Sales Play

79-
Match the Customer Experience Management (CEM)
Experience layer product, application, or solution to its capability.
(For each capability, select the corresponding product application,
or solution from the drop-down list.)

Enables the tented center to present callers the option of a callback

during periods of peak call volume when estimated waft time is at its
highest. >
Avaya Callback Assist
It is Avaya's industry leading outbound platform for creation and
management of outbound and blended campaigns and customer
communications. >
Avaya Proactive Contact
It escalates between agent-less voice, email, and SMS, and, agent-based
predictive, preview, progressive tasks to ensure right-party connects. >
Avaya Proactive Outreach Manager
This outbound communications solution is optimized for small to
medium-sized organizations that want to refresh their infrastructure,
move to VoIP, and standardize their servers. >
Avaya Outbound Contact Express

80-
The Interaction Layer of the Avaya Customer Experience
Management (CEM) Framework provides the capability for which of
the following? (Select two.)

Customer engagement
Real-time enterprise collaboration

81-
Which of the following statements is correct? (Select two.)

Contact Flow Analytics is suitable for any size Contact Center up to 1,200
agents, which is running CMS.
Contact Flow Analytics is suitable for customers with single- or multi-site
Contact Centers.

82-
Match each product, application, or solution to its capability.
(For each capability on the left, select the corresponding product,
application, or solution from the drop-down list)

Enables customers to request customer service using their mobile device
such as a Smart Phone. >
Avaya Customer Connections Mobile
Brings in social media mentions related to customer service and treats
social media as an integrated channel into the contact center. >
Social Media Manager
Enables voice and video collaboration between agents and end users
outside of the organization. >
Avaya One Touch Video
Provides compelling advantages to the business in terms of low up-front
investment and a shift in budget from capital expenditure to operating
expenditure. >
Avaya Automated Chat

83-
Which of the following are three attributes of Avaya Aura
Orchestration Designer? (Select three.)

Employs a Java Servlet framework architecture that simplifies
development, integration, and reusability of speech and touch-tone
applications.
Includes a common VoiceXML certified browser than spans across Avaya
CEM self-service applications.
Is based on the widely accepted Eclipse development framework, an open
source forum.

84-
Which of the following best describe the target customer for
Avaya Elite Solution Stack? (Select three.)

It is for businesses that require advanced routing and service level
adherence.
It is targeted towards businesses with 30 agents and up.
It is for customers who's primary communication channel is voice.

85-
Which are three attributes of Avaya Media Processing Server?
(Select three.)

Supports multiple versions of Integrated Services Digital Network (ISDN)
and Signaling System 7 (557) as well as many other standards and native
interfaces. Supports connectivity to legacy host environments and web
services El environments including 7.3270, SQL database, ODDC database,
JAVA services, XML, SM., and basic TCP/IP connectivity.
Provides two hardware options.

86-