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1. What is the primary function of Avaya Aura Call Center Elite?
a) Call forwarding
b) Intelligent call routing and workforce management
c) Internet connectivity
d) Email handling
2. Which component manages call routing in Call Center Elite?
a) Session Manager
b) Communication Manager
c) Media Gateway
d) AES Server
3. What is the role of Vector Directory Numbers (VDNs)?
a) Store call logs
b) Route calls through call vectors
c) Record calls
d) Manage agent profiles
4. How do Call Vectoring and EAS improve call routing?
a) By reducing call charges
b) By assigning calls based on agent skills
c) By enabling video calls
d) By providing internet services
5. What is needed for Skill-based Routing?
a) Assign skills to agents
b) Configure agent phones
c) Install VoIP hardware
d) Create user accounts
6. How can high availability be ensured in Call Center Elite?
a) Use single server
b) Deploy redundant Communication Managers
c) Disable failover options
d) Reduce network bandwidth
7. Which tool monitors agent performance?
a) Avaya Aura Messaging
b) Call Management System (CMS)
c) Session Border Controller
d) One-X Communicator
8. Why is Communication Manager important?
a) For voicemail storage
b) For call processing and agent management
c) For network routing
d) For video conferencing
9. How to integrate Call Center Elite with CRM systems?
a) By using AES APIs
b) Through manual configuration
c) Via email integration
d) Using desktop phones
10. What is an advantage of Advanced Call Vectoring?
a) Simple call logs
b) Customizable routing scripts
c) Basic call forwarding
d) Limited call distribution
11. How are Agent Skill Levels managed?
a) In Avaya IP Office
b) Within Communication Manager
c) Through Session Manager
d) Using voice gateways
12. How does AES enhance Call Center Elite?
a) Provides call control APIs
b) Acts as a voicemail server
c) Reduces network traffic
d) Offers video call services
13. What is Service Observing used for?
a) Call encryption
b) Monitoring agent calls
c) Video streaming
d) Managing voicemails
14. Which feature enables call recording in Call Center Elite?
a) Session Manager
b) Call Recording Manager
c) Media Gateway
d) AES Server
15. What is required for deploying Call Center Elite Multichannel?
a) Enable multichannel routing
b) Reduce network bandwidth
c) Install Session Border Controller
d) Configure VPN servers