ACSS-7491X-Avaya Aura Call Center Elite and Call Center Elite Multichannel
Avaya Aura Call Center Elite Multichannel (EMC) is a Microsoft Windows-based software suite that manages the collection, queuing, assignment and delivery of voice and non-voice work items to appropriately skilled agents in the contact center. EMC enables agents to communicate with customers via channels such as phone, email, text, web chat and instant messaging. EMC uses the phantom call capabilities of Avaya Aura Communication Manager to deliver non-voice work items to the contact center agents. EMC supports inbound and outbound contacts.
The ACSS - Avaya Aura Call Center and Elite Multichannel credential validates the candidate has achieved an intermediate to advanced level of proficiency required to diagnose, isolate and support multiple products within the Avaya Aura Call Center and Elite Multichannel Solution.This exam has 68 questions and the minimum passing score is 66% (45 of 68 correct). The candidate has 90 minutes to complete this exam.
Exam Objectives:
- Describe components for Call Center Elite and Call Center Elite Multichannel.
- Set up the features and capabilities of Avaya Aura® Communication Manager in call centers.
- Plan and configure resources for call centers.
- Plan and configure vectors in call centers for handling calls.
- Describe network routing.
- Describe Basic Call Management.
- Prepare to install Avaya Aura Call Center Elite Multichannel server applications.
- Describe the components for Call Center Elite Multichannel.
- Utilize the configuration server for Call Center Elite Multichannel.
- Describe the Call Center Elite Multichannel Desktop
- Describe and configure the types of contacts available in Call Center Elite Multichannel.
- Configure call routing to agents using the Interaction Data Server.
- Explain the reporting capabilities available from Avaya Aura® Communication Manager.
- Configure and use real-time and historical reports for Avaya Aura® Call Center Elite Multichannel.
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