1. Which component of the Avaya Aura Contact Center handles the distribution of inbound calls?
ACD (Automatic Call Distribution)
IVR (Interactive Voice Response)
CTI (Computer Telephony Integration)
Call Recording
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✅ Correct Answer: ACD (Automatic Call Distribution)
2. What is the primary function of the IVR in Avaya Aura Contact Center?
Route calls to agents
Provide self-service options to callers
Monitor call quality
Record calls for compliance
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✅ Correct Answer: Provide self-service options to callers
3. Which protocol is commonly used for communication between Avaya Aura Contact Center components?
SIP (Session Initiation Protocol)
HTTP (Hypertext Transfer Protocol)
FTP (File Transfer Protocol)
SMTP (Simple Mail Transfer Protocol)
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✅ Correct Answer: SIP (Session Initiation Protocol)
4. What is the role of CTI in Avaya Aura Contact Center?
Manage call routing
Integrate telephony with computer systems
Monitor agent performance
Handle call recording
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✅ Correct Answer: Integrate telephony with computer systems
5. Which component is responsible for storing call recordings in Avaya Aura Contact Center?
Call Management System (CMS)
Call Recording Server
IVR Server
ACD Server
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✅ Correct Answer: Call Recording Server
6. What is the purpose of the Call Management System (CMS) in Avaya Aura Contact Center?
Route calls to agents
Provide real-time and historical reporting
Handle call recording
Manage IVR prompts
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✅ Correct Answer: Provide real-time and historical reporting
7. Which component ensures high availability and redundancy in Avaya Aura Contact Center?
Failover Server
IVR Server
ACD Server
CTI Server
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✅ Correct Answer: Failover Server
8. What is the function of the Avaya Aura Session Manager in the contact center?
Manage call routing and SIP sessions
Handle call recording
Provide IVR functionality
Monitor agent performance
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✅ Correct Answer: Manage call routing and SIP sessions
9. Which tool is used for configuring and managing Avaya Aura Contact Center?
Avaya Aura System Manager
Avaya Control Manager
Avaya Site Administration
Avaya Communication Manager
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✅ Correct Answer: Avaya Aura System Manager
10. What is the purpose of the Avaya Aura Communication Manager in the contact center?
Handle call routing and switching
Provide IVR functionality
Monitor agent performance
Store call recordings
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✅ Correct Answer: Handle call routing and switching
11. Which component is responsible for managing agent desktop applications in Avaya Aura Contact Center?
CTI Server
ACD Server
IVR Server
Call Recording Server
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✅ Correct Answer: CTI Server
12. What is the role of the Avaya Aura Experience Portal in the contact center?
Provide IVR and self-service functionality
Handle call routing
Monitor agent performance
Store call recordings
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✅ Correct Answer: Provide IVR and self-service functionality
13. Which component is used for real-time monitoring of contact center operations?
Avaya Aura Contact Center Control Manager
Avaya Aura System Manager
Avaya Aura Communication Manager
Avaya Aura Experience Portal
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✅ Correct Answer: Avaya Aura Contact Center Control Manager
14. What is the purpose of the Avaya Aura Orchestration Designer?
Design and deploy contact center workflows
Monitor agent performance
Handle call recording
Manage SIP sessions
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✅ Correct Answer: Design and deploy contact center workflows
15. Which component is responsible for managing SIP-based communication in Avaya Aura Contact Center?
Avaya Aura Session Manager
Avaya Aura Communication Manager
Avaya Aura System Manager
Avaya Aura Experience Portal
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✅ Correct Answer: Avaya Aura Session Manager
16. What is the function of the Avaya Aura Contact Center Multimedia in the system?
Handle email, chat, and social media interactions
Route calls to agents
Provide IVR functionality
Monitor agent performance
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✅ Correct Answer: Handle email, chat, and social media interactions
17. Which component is used for workforce management in Avaya Aura Contact Center?
Avaya Aura Workforce Optimization
Avaya Aura System Manager
Avaya Aura Communication Manager
Avaya Aura Experience Portal
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✅ Correct Answer: Avaya Aura Workforce Optimization
18. What is the purpose of the Avaya Aura Contact Center Control Manager?
Provide real-time monitoring and management
Handle call routing
Provide IVR functionality
Store call recordings
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✅ Correct Answer: Provide real-time monitoring and management
19. Which component is responsible for managing agent skills and routing based on skills?
ACD Server
IVR Server
CTI Server
Call Recording Server
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✅ Correct Answer: ACD Server
20. What is the role of the Avaya Aura Contact Center Reporting Server?
Generate historical and real-time reports
Handle call routing
Provide IVR functionality
Monitor agent performance
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✅ Correct Answer: Generate historical and real-time reports
21. Which component is used for integrating third-party applications with Avaya Aura Contact Center?
CTI Server
ACD Server
IVR Server
Call Recording Server
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✅ Correct Answer: CTI Server
22. Which component is responsible for skills-based routing in Avaya Aura Contact Center?
Call Management System (CMS)
Automatic Call Distributor (ACD)
Interactive Voice Response (IVR)
Computer Telephony Integration (CTI)
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✅ Correct Answer: Automatic Call Distributor (ACD)
23. What is the purpose of the Avaya Aura Contact Center Multimedia component?
Handles email, chat, and social media interactions
Routes voice calls
Records calls
Provides IVR functionality
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✅ Correct Answer: Handles email, chat, and social media interactions
24. Which protocol is used for communication between Avaya Aura Contact Center and Session Manager?
SIP (Session Initiation Protocol)
HTTP (Hypertext Transfer Protocol)
FTP (File Transfer Protocol)
SMTP (Simple Mail Transfer Protocol)
Show Answer
✅ Correct Answer: SIP (Session Initiation Protocol)
25. What is the role of the Avaya Aura Contact Center Control Manager?
Provides real-time monitoring and management
Routes calls to agents
Records calls
Provides IVR functionality
Show Answer
✅ Correct Answer: Provides real-time monitoring and management
26. Which component is responsible for workforce management in Avaya Aura Contact Center?
Avaya Aura Workforce Optimization
Call Management System (CMS)
Interactive Voice Response (IVR)
Computer Telephony Integration (CTI)
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✅ Correct Answer: Avaya Aura Workforce Optimization
27. What is the purpose of the Avaya Aura Contact Center Reporting Server?
Generates historical and real-time reports
Routes calls to agents
Records calls
Provides IVR functionality
Show Answer
✅ Correct Answer: Generates historical and real-time reports
28. Which component is responsible for integrating third-party applications with Avaya Aura Contact Center?
Computer Telephony Integration (CTI)
Call Management System (CMS)
Interactive Voice Response (IVR)
Automatic Call Distributor (ACD)
Show Answer
✅ Correct Answer: Computer Telephony Integration (CTI)
29. What is the role of the Avaya Aura Experience Portal in the contact center?
Provides IVR and self-service functionality
Routes calls to agents
Records calls
Provides workforce management
Show Answer
✅ Correct Answer: Provides IVR and self-service functionality
30. Which component is responsible for managing agent desktop applications in Avaya Aura Contact Center?
Computer Telephony Integration (CTI)
Call Management System (CMS)
Interactive Voice Response (IVR)
Automatic Call Distributor (ACD)
Show Answer
✅ Correct Answer: Computer Telephony Integration (CTI)
31. What is the purpose of the Avaya Aura Contact Center Orchestration Designer?
Design and deploy contact center workflows
Route calls to agents
Record calls
Provide IVR functionality
Show Answer
✅ Correct Answer: Design and deploy contact center workflows
32. Which component is responsible for managing SIP-based communication in Avaya Aura Contact Center?
Avaya Aura Session Manager
Avaya Aura Communication Manager
Avaya Aura System Manager
Avaya Aura Experience Portal
Show Answer
✅ Correct Answer: Avaya Aura Session Manager
33. What is the function of the Avaya Aura Contact Center Multimedia component?
Handle email, chat, and social media interactions
Route calls to agents
Provide IVR functionality
Monitor agent performance
Show Answer
✅ Correct Answer: Handle email, chat, and social media interactions
34. Which component is used for workforce management in Avaya Aura Contact Center?
Avaya Aura Workforce Optimization
Avaya Aura System Manager
Avaya Aura Communication Manager
Avaya Aura Experience Portal
Show Answer
✅ Correct Answer: Avaya Aura Workforce Optimization
35. What is the purpose of the Avaya Aura Contact Center Control Manager?
Provide real-time monitoring and management
Handle call routing
Provide IVR functionality
Store call recordings
Show Answer
✅ Correct Answer: Provide real-time monitoring and management
36. Which component is responsible for managing agent skills and routing based on skills?
Automatic Call Distributor (ACD)
Interactive Voice Response (IVR)
Computer Telephony Integration (CTI)
Call Recording Server
Show Answer
✅ Correct Answer: Automatic Call Distributor (ACD)
37. What is the role of the Avaya Aura Contact Center Reporting Server?
Generate historical and real-time reports
Route calls to agents
Provide IVR functionality
Monitor agent performance
Show Answer
✅ Correct Answer: Generate historical and real-time reports
38. Which component is used for integrating third-party applications with Avaya Aura Contact Center?
Computer Telephony Integration (CTI)
Automatic Call Distributor (ACD)
Interactive Voice Response (IVR)
Call Recording Server
Show Answer
✅ Correct Answer: Computer Telephony Integration (CTI)
39. What is the purpose of the Avaya Aura Experience Portal in the contact center?
Provide IVR and self-service functionality
Route calls to agents
Record calls
Manage workforce
Show Answer
✅ Correct Answer: Provide IVR and self-service functionality
40. Which component is responsible for managing agent desktop applications in Avaya Aura Contact Center?
Computer Telephony Integration (CTI)
Automatic Call Distributor (ACD)
Interactive Voice Response (IVR)
Call Recording Server
Show Answer
✅ Correct Answer: Computer Telephony Integration (CTI)
41. What is the function of the Avaya Aura Contact Center Orchestration Designer?
Design and deploy contact center workflows
Route calls to agents
Record calls
Provide IVR functionality
Show Answer
✅ Correct Answer: Design and deploy contact center workflows
42. Which component is responsible for managing SIP-based communication in Avaya Aura Contact Center?
Avaya Aura Session Manager
Avaya Aura Communication Manager
Avaya Aura System Manager
Avaya Aura Experience Portal
Show Answer
✅ Correct Answer: Avaya Aura Session Manager
43. What is the purpose of the Avaya Aura Contact Center Multimedia component?
Handle email, chat, and social media interactions
Route calls to agents
Provide IVR functionality
Monitor agent performance
Show Answer
✅ Correct Answer: Handle email, chat, and social media interactions
44. Which component is used for workforce management in Avaya Aura Contact Center?
Avaya Aura Workforce Optimization
Avaya Aura System Manager
Avaya Aura Communication Manager
Avaya Aura Experience Portal
Show Answer
✅ Correct Answer: Avaya Aura Workforce Optimization
45. What is the role of the Avaya Aura Contact Center Control Manager?
Provide real-time monitoring and management
Handle call routing
Provide IVR functionality
Store call recordings
Show Answer
✅ Correct Answer: Provide real-time monitoring and management
46. Which component is responsible for managing agent skills and routing based on skills?
Automatic Call Distributor (ACD)
Interactive Voice Response (IVR)
Computer Telephony Integration (CTI)
Call Recording Server
Show Answer
✅ Correct Answer: Automatic Call Distributor (ACD)
47. What is the purpose of the Avaya Aura Contact Center Reporting Server?
Generate historical and real-time reports
Route calls to agents
Provide IVR functionality
Monitor agent performance
Show Answer
✅ Correct Answer: Generate historical and real-time reports
48. Which component is used for integrating third-party applications with Avaya Aura Contact Center?
Computer Telephony Integration (CTI)
Automatic Call Distributor (ACD)
Interactive Voice Response (IVR)
Call Recording Server
Show Answer
✅ Correct Answer: Computer Telephony Integration (CTI)
49. What is the function of the Avaya Aura Experience Portal in the contact center?
Provide IVR and self-service functionality
Route calls to agents
Record calls
Manage workforce
Show Answer
✅ Correct Answer: Provide IVR and self-service functionality
50. Which component is responsible for managing agent desktop applications in Avaya Aura Contact Center?
Computer Telephony Integration (CTI)
Automatic Call Distributor (ACD)
Interactive Voice Response (IVR)
Call Recording Server
Show Answer
✅ Correct Answer: Computer Telephony Integration (CTI)