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Avaya Selling Avaya Contact Center Solutions for IP Office - APSS Online Test Sample Questions:

1. Scenario:
In connection with a CCT implementation project for the Government of Mourito, Avaya has partnered with a leading Distributor in the country. Avaya is required to import certain telecom equipment into Mourito, Avaya arranges for the shipment and same reaches Mourito port. In order to release the shipment, a no-objection letter is required from the customs unit in charge of the port. This is standard operating procedure in Mourito vis-a-vis overseas shipments. Typically, it takes about 7-14 working days to receive the letter. The Distributor, citing project exigency, pays a sum of $150 to a senior customs official and obtains the NOC. What prompts the Distributor to make the payment is that facilitation payments are customary and legal in Mourito.
What breach, if any, has the Distributor committed?

A) The Distributor has breached Avaya's policy since Avaya prohibits facilitation payments.
B) None, the payment made by the Distributor constituted facilitation payment which is customary under the laws of Mourito.

2. Scenario:
Pursuant to opening a new branch office in an emerging market in South Asia, the distributor {" Distributor") engaged by Avaya comes in contact with a leading businessman in the country who claims to have sufficient contacts within the nongovernment space and offers to promote Avaya and our offerings in the country. For the above purpose, the businessman demands a cash payment of S1000 which the Distributor pays on behalf of Avaya without seeking Avaya's approval.
Is the Distributor's conduct appropriate?

A) No. because the Distributor violated Avaya's policies on anti-bribery/anti-corruption because he did not conduct any due diligence on the businessman and without Avaya's knowledge engaged in conduct designed to improperly influence a commercial customer.
B) Yes, since these are typically facilitation "grease* payments aimed to speed up things in the country and are acceptable as exceptions under certain anti-bribery/anti-corruption laws in various countries.
C) No, the Distributor has violated our Avaya's policies since he did not receive Avaya's approval before effecting the payment.

3. Identify the supervisor capacities for Avaya Contact Center Select with IP Office Server Edition.

A) 30
B) 100
C) 50

4. Which are two CXQor Business Owner Pain Points that midsize businesses face? (Select two.)

A) Midsize businesses have many of the same customer experience aspirations as large enterprises, but with far smaller budgets.
B) Midsize businesses find that their existing bask automated call distribution (ACD) and reporting systems are no longer meeting their business requirements.
C) End customers want to interact with the business through the channels they choose and have a seamless experience across multiple channels.
D) Multichannel contact center capabilities ate now a basic requirement, along with queuing, routing, tracking, and reporting of inbound, outbound, and blended calls.

5. Avaya Contact Center Solutions for IP Office offer which of the following capabilities? (Select three.)

A) Inbound and Outbound
B) Recording and storage
C) Workforce Optimization
D) Caller segmentation
E) Real-time monitoring

Solutions: