46152T Sample Questions & Answers
IP Office platform features carry the biggest share, ahead of Contact Center Select's architecture and reporting, understanding the midsize business market, managing workforce engagement, and the methods used to sell the solution.
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- Question 1Advanced
Avaya IP Office Platform · Mobility and remote work support
A company with an IP Office Server Edition deployment reports that remote workers using the Avaya Workplace Client are experiencing one-way audio issues. Internal users on the LAN have no problems. The company's network administrator confirms that firewall ports have been opened according to Avaya's documentation. What is the most likely component that is misconfigured or missing from the network architecture, causing this specific issue for remote users?
Show answer & explanation
Correct answer: C
One-way audio for remote clients is a classic symptom of a Network Address Translation (NAT) traversal problem. The media stream (RTP) is not being correctly routed back to the remote client. A Session Border Controller (SBC) is specifically designed to solve this by anchoring the media and signaling at the network edge, properly handling NAT, and ensuring a secure, two-way audio path. While firewall rules are necessary, they often aren't sufficient without an SBC to manage the complexities of NAT.
- Question 2Intermediate
Avaya Contact Center Select · Skills-based routing and resource management
A customer service manager for an e-commerce company wants to improve first-contact resolution. They believe many calls are being transferred because the initial agent lacks the specific product knowledge required. They want a system that automatically routes calls based on the customer's IVR selection and the agent's documented expertise. Which Avaya Contact Center Select feature should be proposed to directly address this requirement?
flowchart TD A[Customer Call] --> B{IVR: "Press 1 for Product A, 2 for Product B"} B -->|Selects 1| C{Route to Agent Group?} C --> D[Agents with 'Product A' Skill] B -->|Selects 2| E{Route to Agent Group?} E --> F[Agents with 'Product B' Skill]Show answer & explanation
Correct answer: C
The scenario describes the exact use case for Skills-Based Routing (SBR). SBR allows the contact center to define specific skills (e.g., 'Product A Knowledge', 'Billing Expertise', 'Spanish Language') and assign them to agents. The routing engine then matches incoming contacts, often identified via an IVR, to the agent with the required skill who has been available the longest. This directly improves first-contact resolution by connecting customers to the right expert immediately.
- Question 3Beginner
Avaya IP Office Platform · Scalability and deployment options
True or False: The Avaya IP Office platform is designed exclusively for on-premises deployments and does not support cloud or hybrid models.
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Correct answer: B
This statement is false. A primary strength of the Avaya IP Office platform is its deployment flexibility. It can be deployed as a traditional on-premises appliance, virtualized in a private data center, hosted by a partner in the cloud, or in a hybrid configuration that combines on-premises systems with cloud-based applications and services.
- Question 4Advanced
Avaya Midsize Solutions Overview · Avaya midsize portfolio positioning
Global Logistics Inc. (GLI) is a midsize shipping company with 600 employees, including a 75-agent customer service center. Their current communications infrastructure is a patchwork of disparate, aging PBX systems across their four main distribution hubs, leading to high maintenance costs and poor inter-office collaboration. The contact center agents use a basic ACD system with no multichannel capabilities, resulting in long wait times for callers and an inability to handle customer emails efficiently.
GLI's executive team has mandated a complete technology overhaul with several key objectives. First, they need a unified communications system that connects all four hubs, providing seamless extension dialing, presence, and video conferencing for all employees. Second, the contact center must be upgraded to an omnichannel solution that can intelligently route voice calls, emails, and web chats to the most appropriate agent.
The CIO is concerned about future growth and wants a solution that can scale to 1,000 employees and 150 agents without a forklift upgrade. They also require robust call recording for all agent interactions for quality assurance and dispute resolution. Finally, due to recent security audits, any proposed solution must include secure access for a growing number of remote-working supervisors and administrative staff.
As the Avaya sales consultant, which combination of products provides the most comprehensive and integrated solution to meet all of GLI's requirements?
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Correct answer: B
This is the optimal solution. IP Office Server Edition provides the multi-site networking (SCN) and scalability (up to 3000 users). Contact Center Select delivers the required omnichannel (voice, email, chat) routing and can scale to 1000 agents. Avaya IX Workforce Engagement Select adds the integrated, robust recording and quality management. This combination forms a single, cohesive, and scalable platform that meets all stated requirements.
- Question 5Beginner
Avaya IP Office Platform · Scalability and deployment options
Which IP Office edition is specifically designed for single-site businesses, building upon the Basic Edition to offer advanced features like Voicemail Pro and supporting up to 384 users?
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Correct answer: D
IP Office Preferred Edition is the correct answer. It is built on the IP Office 500v2 hardware platform and is the mainstream offering for single-site deployments, providing advanced unified communications features and scaling up to 384 users. Server Edition and Select are designed for larger and multi-site deployments.
- Question 6Intermediate
Avaya Contact Center Select · Agent desktop and productivity
A contact center supervisor needs to be able to silently monitor agent calls, 'whisper coach' an agent without the customer hearing, and join a call if it escalates. These capabilities are critical for training new hires. Which component of the Avaya midsize solution stack provides these specific functions?
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Correct answer: B
The Supervisor Desktop application within Avaya Contact Center Select is specifically designed for these real-time management tasks. It provides supervisors with the tools to silently monitor live calls, provide private coaching to agents (whisper), and actively join a three-way conference call (barge-in) when necessary.
- Question 7Beginner
Avaya IX Workforce Engagement Select · Workforce management and analytics
What is the primary business benefit of implementing the Speech Analytics feature within Avaya IX Workforce Engagement Select?
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Correct answer: B
The core function of Speech Analytics is to process large volumes of recorded calls to uncover business insights. It does this by transcribing audio to text and then analyzing the text for keywords, phrases, emotion, and sentiment. This helps businesses understand why customers are calling, identify product issues, monitor agent compliance, and gauge overall customer satisfaction.
- Question 8IntermediateSelect 2
Avaya Midsize Solutions Overview · Avaya midsize portfolio positioning
A rapidly growing tech startup with 150 employees has approached you. Their key business characteristics are a highly mobile workforce, a desire to minimize on-site hardware, and the need for a solution that can scale quickly as they plan to double their headcount in the next 18 months. Which TWO aspects of the Avaya IP Office solution should be emphasized in your sales pitch? (Select TWO)
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Correct answers: B, C
The desire to minimize on-site hardware is directly addressed by IP Office's ability to be deployed as a virtual machine (on VMware) or in a partner-hosted cloud environment, removing the need for a physical appliance.
The customer's plan to double their headcount and grow quickly is a key concern. Highlighting that the IP Office Server Edition can scale up to 3,000 users provides assurance that the system will support their future growth without requiring a 'forklift upgrade'.
- Question 9Intermediate
Avaya IP Office Platform · Scalability and deployment options
A customer is implementing IP Office Server Edition across 5 sites in different states. To ensure high availability and business continuity for their primary site, what is the recommended Avaya architecture?
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Correct answer: B
The standard and recommended Avaya method for providing high availability for an IP Office Server Edition deployment is to configure a second server as a resilient or backup system. In this active-standby configuration, the secondary server takes over all call processing functions if the primary server fails, ensuring minimal disruption to business operations.
- Question 10Beginner
Sales Process and Solution Positioning · Solution design and ROI justification
True or False: When developing a business case for an Avaya midsize solution, the Total Cost of Ownership (TCO) analysis should only include the initial hardware and software purchase price.
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Correct answer: B
This statement is false. A comprehensive Total Cost of Ownership (TCO) analysis must include all costs over the expected life of the solution. This includes the initial capital expenditure (hardware, software, licenses) as well as ongoing operational expenditures (support contracts, maintenance, administration overhead, carrier costs, power, etc.). Failing to include operational costs presents an incomplete and misleading financial picture.
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