20320T Avaya Administering AXP On-Prem (formerly Avaya Aura CC Elite) R8 Info and Questions Sharing

Understand Avaya 20320T Exam Overview

Avaya Administering AXP On-Prem (formerly Avaya Aura CC Elite) R8 20320T exam is designed for individuals who are responsible for administering the AXP On-Prem solution, which was previously known as Avaya Aura Contact Center Elite (CC Elite). This 20320T test is crucial for those aiming to earn the ASAC-0018 credential.

Exam Duration: 60 minutes
Number of Questions: 40 questions
Passing Score: 70% (28 correct answers out of 40)
Test Format: Online test

Master Avaya 20320T Exam Topics

The 20320T exam focuses on various aspects of managing and administering the AXP On-Prem (formerly Avaya Aura CC Elite) system, which is widely used for delivering unified customer service experiences in contact centers. The key topics include:

Features and Capabilities

Understand the capabilities of AXP On-Prem and how it provides personalized customer experiences.

Feature Activation

Know how to activate various features for AXP On-Prem, including intelligent routing and resource selection to ensure the correct agent is assigned to each customer interaction.

Dialing Features

Describe the dialing plan, feature access codes, and abbreviations used in dialing lists.

Hunt Groups, Splits, and Skills

Learn about the properties of hunt groups, splits, and agent skills, and how they are used to direct calls to the right agents.

Hunt Group Configuration

Create and configure multiple hunt groups to ensure they function correctly, considering required features.

Call Distribution

Understand options for distributing calls effectively to the appropriate agents, based on factors like agent availability and skills.

Agent Login and Station Management

Learn how to add and manage agent login IDs and stations in the system.

Announcements Configuration

Understand the purpose of announcements and how to configure them within the system.

Call Flows and Call Vectors

Gain an understanding of how call vectors work, the purpose of basic vectoring commands, and how to configure and troubleshoot them.
Learn the application of call vectors in use cases and sample scenarios.

Testing and Troubleshooting

Know how to test and troubleshoot call vectors to ensure proper functioning of the contact center system.

AXP On-Prem (formerly Avaya Aura CC Elite) Administrator (ASAC-0018) Suitable Jobs

The AXP On-Prem (formerly Avaya Aura CC Elite) Administrator certification (ASAC-0018) qualifies individuals to manage and administer contact center systems using the Avaya Aura Contact Center (CC Elite) technology. With this certification, individuals are equipped to take on various roles in organizations that rely on Avaya’s contact center solutions for customer service operations. Below are some job titles and roles that would be suitable for someone with this certification:

Contact Center Administrator

Responsibilities:
Administer and configure Avaya AXP On-Prem (Avaya Aura CC Elite) systems.
Manage and troubleshoot contact center systems, including call routing, agent management, and call flow configuration.
Maintain system health, ensure minimal downtime, and implement new features or configurations as needed.
Skills: Knowledge of call routing, hunt groups, agent configuration, and troubleshooting techniques.

Contact Center Engineer

Responsibilities:
Design, implement, and support Avaya contact center solutions.
Customize call flows, vectors, and agent management systems.
Provide technical support to ensure that contact center systems are operating efficiently.
Skills: Advanced knowledge of AXP On-Prem, vectoring, call routing, and integration with other business systems (CRM, etc.).

Avaya Contact Center Specialist

Responsibilities:
Specialize in the deployment, configuration, and troubleshooting of Avaya Contact Center solutions.
Conduct system upgrades, feature testing, and resolution of escalated issues.
Provide expert guidance on the usage of AXP On-Prem features to improve customer service operations.
Skills: In-depth expertise in Avaya Aura CC Elite (AXP On-Prem), call center optimization, and feature configurations.

Unified Communications Administrator

Responsibilities:
Oversee the entire unified communications ecosystem, including Avaya AXP On-Prem, VoIP systems, and integration with other collaboration tools.
Troubleshoot and maintain the unified communications infrastructure, ensuring high availability and optimal performance.
Skills: Proficiency in Avaya systems, VoIP administration, system integration, and troubleshooting.

Customer Service Technology Administrator

Responsibilities:
Manage the technology infrastructure supporting customer service teams, including the Avaya contact center solution.
Ensure the effective management of agents, queues, skill-based routing, and call distribution.
Monitor performance metrics and generate reports on system performance and agent productivity.
Skills: Knowledge of AXP On-Prem, performance monitoring tools, and reporting.