Avaya Aura® Call Center Elite manages the collection, queuing, assignment and delivery of voice work items to appropriately skilled agents in the contact center. Intelligent routing and resource selection features determine if customers should be served by the least busy agent, the first available agent, or the agent with skills that best match their needs. Call Center Elite uses the phantom call capabilities of Avaya Aura® Communication Manager to deliver work items to the contact center agents which supports inbound and outbound contacts.
The ra® Call Center Elite Support (ACSS – 7492) credential validates the candidate has achieved an intermediate to advanced level of proficiency required to diagnose, isolate and support multiple products within the Avaya Aura® Call Center solution.
To earn the ra® Call Center Elite Support (ACSS – 7492) credential, the candidate must pass:
- 7392X, Avaya Aura Call Center Elite Implementation Exam
- 21450T, Avaya Aura® Communication Manager Administration R8 Test
- 7492X – Avaya Aura® Call Center Elite Support Exam