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Updated: Aug 09, 2026
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Avaya 33820X Exam Overview:
| Certification Vendor: | Avaya |
| Exam Name: | Avaya Aura® Call Center Elite & Elite Multichannel Solution Design Exam 33820X |
| Exam Number: | 33820X |
| Related Certifications: | Avaya Aura Call Center Elite Avaya Aura Contact Center Avaya Aura Platform Certifications |
| Exam Format: | Multiple choice, Scenario-based questions |
| Available Languages: | English |
| Recommended Training: | Avaya Learning |
| Exam Registration: | Avaya Training & Certification Portal |
| Sample Questions: | Avaya 33820X Sample Questions |
| Exam Way: | Pearson VUE test center or online proctored exam (availability may vary by region) |
| Pre Condition: | Recommended knowledge of Avaya Aura platform fundamentals, call center concepts, and enterprise telephony architecture. |
Avaya 33820X Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Solution Design Considerations | - High availability and disaster recovery design - Capacity planning and performance tuning - Security and compliance considerations |
| Topic 2: Operations and Support | - Best practices for ongoing maintenance - Troubleshooting methodologies - Monitoring and reporting tools |
| Topic 3: Core Architecture and Components | - System scalability and redundancy design - Avaya Aura platform components integration - Call routing and ACD fundamentals |
| Topic 4: Solution Overview | - Avaya Aura Call Center architecture overview - Elite and Elite Multichannel positioning |
| Topic 5: Call Center Elite Functionality | - Inbound and outbound call handling - Agent and supervisor features - Skill-based routing and queue design |
| Topic 6: Integration and Deployment | - Deployment models and migration strategies - Third-party system interoperability - CRM and CTI integration |
| Topic 7: Elite Multichannel Capabilities | - Omnichannel interaction handling (voice, email, chat) - Digital engagement and routing strategies - Customer experience design considerations |
Avaya Aura® Call Center Elite & Elite Multichannel Solution Design Sample Questions:
1. Contact centers use remote agents to expand the available talent pool, to find agents in affordable places, and to outsource work.
To support a customer's requirement for Remote Agents/Workers, your design scope will include which licensing requirement for Remote Agents/Workers?
A) Avaya SBCE Corporate License
B) Avaya SBCE Standard License
C) Avaya SBCE Corporate and Standard Licenses
D) Avaya SBCE Standard and Advanced Licenses
2. Avaya Common Servers supported for new orders for Virtual Appliance Deployments of Avaya Aura® 8.1.x applications will be shipped with Dell Gen 10 servers using Intel Skylake processors. There are three (ASP 110, 120 and 130) variants of this Avaya Solutions Platform (ASP) that differ only in the way the software is loaded on the server, because the underlying hardware is the same.
Which two statements are true for the ASP 130? (Choose two.)
A) Avaya provides tools to install/upgrade the VMware hypervisor.
B) Remote upgrade of servers is supported, and site visit is not required.
C) Apps are installed, and host managed using vSphere web client or customer-provided vCenter server.
D) Standard VMware version (non-customized) is used.
3. Refer to the exhibit.
A customer wants Avaya Experience Portal as a software platform for supporting omnichannel automation applications, so they can create sophisticated voice and speech applications.
Which component shown in the exhibit is responsible for launching applications?
A) Experience Portal Manager
B) Application Servers
C) Media Processing Platform
D) IX™ Orchestration
4. With Avaya Proactive Outreach Manager (POM) and Afiniti Enterprise Behavioral Pairing, you can increase agent productivity by using Artificial Intelligence (AI) to choose the best agent available to handle an outbound contact, and support behavior-based past and predicted future behavior for a customer or agent.
Which application supports POM and Afiniti Enterprise Behavioral Pairing?
A) Avaya Intelligent Customer Routing
B) Avaya Aura® Session Manager
C) Avaya Aura® Call Center Elite
D) Avaya Aura® Call Center Elite Multichannel
5. Which two statements about the enhancements to Elite Multichannel Release 6.6 security are true? (Choose two.)
A) All connections to EMC 6.6 Servers use only TLS 1.2 to communicate.
B) Support for TLS 1.0 and 1.1 have been dropped from EMC 6.6.
C) Elite Multichannel 6.6 uses SSLv3
D) Elite Multichannel 6.6 supports WebLM Release 6.x.
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: C,D | Question # 3 Answer: C | Question # 4 Answer: C | Question # 5 Answer: A,B |
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